Corporate Helpdesk Supervisor

Job Responsibilities

• Provide day-to-day operational supervision of Corporate Help Desk Analysts supporting corporate office and warehouse users.
• Serve as a working supervisor by directly handling tickets, walk-ups, escalations, troubleshooting, hardware replacements, and user support requests.
• Ensure the corporate and warehouse help desk meets company standards for service quality, response times, documentation, follow-through, and customer service.
• Prioritize, assign, monitor, and follow up on tickets to ensure timely resolution and clear communication with users and leadership.
• Support corporate and warehouse staff with desktops, laptops, workstations, printers, peripherals, phones and other mobile devices, software, network connectivity, and access-related issues.
• Administer and support user accounts, distribution groups, shared mailboxes, permissions, password resets, and related Active Directory/Microsoft 365 access requests according to company policy.
• Provide support and administration for corporate telecom systems, including GoTo/Jive, desk phones, softphones, voicemail, call routing, and related vendor escalations.
• Support company-issued mobile devices, including ordering, activation, troubleshooting, replacement coordination, inventory tracking, and carrier/vendor follow-up.
• Maintain, repair, replace, image, and deploy corporate desktops, laptops, peripherals, and related equipment as needed.
• Coincide hardware inventory, asset tracking, equipment issuance, returns, replacements, recycling, and audit support for corporate and warehouse equipment.
• Provide basic network troubleshooting for corporate and warehouse users, including connectivity, Wi-Fi, VPN, cabling, switch port, and printer/network device issues, escalating when needed.
• Document problems, resolutions, SOPs, recurring issues, and process changes in the knowledge base to improve consistency and reduce repeat tickets.
• Work with the Helpdesk & NOC Manager and Infrastructure team to identify recurring issues, service gaps, escalation needs, and opportunities to improve support workflows.
• Relay relevant updates from Infrastructure, Security, Systems, Telecom, and other IT groups to the corporate help desk team and impacted business users.
• Aid with onboarding, offboarding, user moves, equipment setups, conference room support, and other corporate/warehouse IT operational needs.
• Support projects involving corporate and warehouse technology rollouts, refreshes, office moves, vendor work, training, and process changes.
• Provide guidance, coaching, training, and technical support to Help Desk Analysts while remaining hands-on in daily support work.
• Monitor team performance, ticket quality, workload balance, attendance, scheduling, and time off requests in alignment with department expectations.
• Maintain a high level of customer service and professionalism when working with corporate users, warehouse teams, leadership, vendors, and other IT teams.
• Maintain current technical knowledge through continuing education, vendor documentation, internal documentation, and hands-on system familiarity.
• Perform other duties as assigned to support IT operations, business continuity, projects, escalations, and corporate/warehouse support needs.

Key Qualifications And Requirements

• Minimum of 3 years of hands-on IT help desk, desktop support, or technical support experience in a corporate, warehouse, or similar business environment.
• Minimum of 1-2 years of lead, supervisory, or team coordination experience, including assigning work, coaching team members, monitoring ticket quality, and helping manage daily support priorities.
• Strong technical troubleshooting skills for Windows workstations, laptops, printers, peripherals, mobile devices, phones, user accounts, Microsoft 365, Active Directory, network connectivity, VPN, Wi-Fi, and common business applications.
• Experience using an IT ticketing system to document issues, manage workload, prioritize requests, follow up with users, and track resolution details.
• Ability to serve as a working supervisor by directly handling tickets, walk-up support, escalations, hardware replacements, user support requests, and daily operational issues.
• Strong customer service, communication, follow-through, and documentation skills, with the ability to support corporate users, warehouse teams, leadership, vendors, and other IT groups professionally.
• Ability to prioritize competing requests, identify urgent business-impacting issues, escalate appropriately, and maintain clear communication with users and management.
• Experience supporting onboarding, offboarding, equipment deployment, access requests, inventory tracking, telecom/mobile device support, and vendor coordination preferred.
• Ability to work on-site and provide weekend, overnight, early-morning, or after-hours support when required for critical incidents, maintenance windows, projects, emergency response, or other management-directed business needs.
• Relevant technical certifications such as CompTIA A+, Network+, Microsoft, ITIL, Jamf, or other help desk, systems, networking, or endpoint support certifications are preferred but not required.