Help Desk Supervisor

Operations Leadership Supervision Communication Service Level Prioritization Customer Service Computer Science Business Metrics Technical Support Help Desk Support Performance Metric Business Valuation Technical Training Process Improvement Information Systems Employee Onboarding IT Service Management Information Technology Full Stack Development Business Transformation $68,640 - $78,957 / yr Posted yesterday Description:

How a Help Desk Supervisor Will Make an Impact:

-Oversee daily Help Desk operations to ensure efficient, high-quality technical support for end users.

-Supervise Help Desk Specialists, including assigning work, monitoring performance, and providing regular feedback and coaching.

-Review tickets and related work products to ensure accuracy, completeness, and adherence to service level expectations.

-Monitor ticket queues, prioritize issues, and ensure timely resolution in line with established SLAs.

-Develop and maintain schedules for Help Desk staff to ensure full coverage during business hours (and after-hours/on-call coverage, if applicable).

-Facilitate and resolve complex or escalated customer service issues, acting as a point of escalation for both users and team members.

-Identify trends in incidents and service requests; recommend and assist in implementing process improvements, knowledge base updates, and training.

-Support the development and maintenance of Help Desk procedures, documentation, and standard operating processes.

-Collaborate with other IT teams to coordinate issue resolution, system changes, and user communications.

-Prepare and analyze Help Desk performance metrics and reports; recommend actions to improve service quality and efficiency.

-Participate in hiring, onboarding, and training of Help Desk staff as needed.

Help desk, Supervisory skills, Help desk support, Customer service

Top Skills Details

Help desk,Supervisory skills,Help desk support,Customer service

Additional Skills & Qualifications

Education: Bachelors degree in a technical discipline (e.g., Information Technology, Computer Science, Information Systems) or equivalent combination of education, technical training, and experience.

Required Skills and Abilities:

-Demonstrated experience supervising or leading a technical support/help desk team (formal or informal leadership).

-Strong understanding of help desk operations, ticketing systems, and IT service management practices.

-Excellent customer service skills with the ability to handle difficult or escalated situations professionally., Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company., Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.