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# Help Desk Supervisor

- **Company:** MCKINLEY GROUP INC
- **Location:** Saint Paul, MN, United States
- **Experience:** Expert
- **Salary:** $120,000.0 - $130,000.0
- **Contract:** Contract
- **Skills:** Business Software, Business Systems, IT Management, Microsoft Office, Software Asset Management, Software Deployment, ServiceNow IT Service Management, Software Troubleshooting, Peripherals, Information Technology
- **Published:** October 31, 2026
- **Apply:** https://www.versique.com/opening/help-desk-supervisor-48569/

## About the Role

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%.

## Description

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.