Help Desk Supervisor Agency; Information Technology Services

About the role

The Helpdesk Supervisor oversees daily IT Helpdesk operations, ensuring timely and effective support for end users. This role manages Helpdesk staff, monitors ticket resolution, and serves as an escalation point for complex issues. The supervisor enforces IT policies, promotes customer service excellence, and ensures support activities align with organizational security and compliance requirements.

Minimum Qualifications

• Associate degree in Information Technology or related field; and three or more years of IT support/helpdesk experience, including at least one year in a supervisory or lead role; or equivalent combination of education and experience.
• Valid driver's license.

Qualifications

• Technical leadership.
• Customer service focus.
• Analytical problem solver.
• Advanced technical troubleshooting.
• Strong knowledge of Windows environments, Microsoft 365, Active Directory, networking (TCP/IP, DNS, DHCP), VoIP systems, printers and endpoint hardware.

Responsibilities

• Supervise Helpdesk staff including scheduling, training, mentoring, and performance management.
• Monitor Helpdesk ticketing system to ensure requests are prioritized, tracked, and resolved within established SLAs.
• Serve as the primary escalation point for complex technical or customer service issues.
• Ensure Helpdesk procedures and documentation are accurate, current, and aligned with IT security/compliance standards.
• Conduct regular quality checks to confirm tickets are being resolved with professionalism, accuracy, and in compliance with data handling policies.
• Assist in developing and implementing Helpdesk performance metrics and reporting to IT leadership.
• Monitor outstanding escalated tickets that may cause delays or issues and follow up with the responsible IT teams to ensure timely resolution.
• Support IT projects by ensuring Helpdesk team readiness, training, and communication to end users.
• Maintain an emphasis on customer service, communication, and continuous improvement.
• Contribute to disaster recovery and incident response readiness by ensuring Helpdesk team awareness of procedures.
• Supervisory responsibilities: Helpdesk Technicians.

Pay & Schedule

• Salary: $73,000 to $78,000
• Core Business Hours: 8:00 a.m. – 5:00 p.m., Monday – Friday, 35 hours per week