Help Desk Supervisor

We are seeking a hands-on Help Desk Supervisor to lead daily IT support operations and ensure employees receive timely, effective technical assistance. This individual will oversee a team of help desk technicians, manage service delivery, and drive improvements in processes, performance, and end-user satisfaction., * Lead, mentor, and develop a team of help desk technicians, providing ongoing coaching, training, and performance feedback.

• Oversee daily help desk operations, ensuring timely resolution of technical issues and a positive end-user experience.
• Manage and administer the IT ticketing system, including ticket prioritization, assignment, escalation, and resolution.
• Monitor service level agreements (SLAs), team performance metrics, and support trends to identify opportunities for improvement.
• Provide hands-on technical support and manage escalated issues involving hardware, software, applications, and peripherals.
• Coordinate with other IT teams to troubleshoot complex technical challenges and ensure appropriate issue escalation.
• Oversee hardware and software inventory, licensing administration, system updates, and device configuration processes.
• Develop, document, and maintain help desk procedures, support standards, and technical training materials.
• Ensure compliance with organizational IT policies, security standards, and established best practices.
• Foster a collaborative, accountable, and service-oriented team environment.
• Communicate regularly with IT leadership regarding team performance, operational challenges, and opportunities to improve service delivery.
• Support employees across multiple locations, including office-based and remote personnel.

The ideal candidate brings a combination of technical expertise, people leadership, and a customer-first mindset. This role offers the opportunity to develop a high-performing support team, improve IT service delivery, and collaborate across the organization to ensure technology supports business operations., * Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.

• Experience in IT help desk, service desk, or end-user support environments, including responsibility for leading, mentoring, or supervising technical support personnel.
• Strong working knowledge of computer hardware, operating systems, business applications, peripherals, and troubleshooting methodologies.
• Experience administering IT ticketing systems, managing support workflows, and tracking service performance metrics.
• Familiarity with IT service management practices, including incident management, escalation procedures, and service level agreements.
• Experience supporting software installations, device configurations, system updates, and hardware/software inventory management.
• Proficiency with Microsoft Office applications and experience supporting enterprise business systems.
• Strong communication, problem-solving, and customer service skills, with the ability to work effectively across technical and nontechnical teams.
• Demonstrated ability to prioritize competing requests, resolve conflicts, and maintain service quality in a fast-paced environment.
• ITIL certification preferred.
• Ability to travel occasionally, up to 20%.

Locally owned and headquartered in the Twin Cities, we have more than 175 employees and consultants, and our recruiters bring firsthand experience in the roles they place. We have raised more than $500,000 for local causes and are a member of the Minnesota Keystone Program. Our work has been recognized by the Minneapolis/St. Paul Business Journal, Twin Cities Business, and the Inc. 5000.