Help Desk Supervisor

About the Role

We are seeking an experienced Help Desk Supervisor to lead a team of technical support professionals in a fast-paced IT environment. This role oversees daily help desk operations, ensures service level agreements (SLAs) are met, coaches and mentors technicians, analyzes performance metrics, and drives continuous service improvement. The ideal candidate will have strong help desk or service desk experience, excellent leadership skills, and a passion for delivering exceptional customer service. Experience supporting healthcare environments is highly preferred.

This is a hybrid, contract-to-hire position based in Boston, MA.

Responsibilities

• Supervise daily help desk and service desk operations to ensure efficient and timely resolution of support requests.
• Monitor team performance and enforce adherence to established SLAs and service standards.
• Coach, mentor, evaluate, and develop help desk technicians to improve technical performance and customer service delivery.
• Review dashboards, reports, and operational metrics to identify trends, measure performance, and implement process improvements.
• Manage ticket queues and ensure proper prioritization, escalation, and resolution of incidents and service requests.
• Develop, maintain, and improve knowledge base articles, procedures, and support documentation.
• Conduct performance reviews and provide ongoing feedback to team members.
• Partner with leadership to identify opportunities for operational efficiencies and service enhancements.
• Support customer escalations and serve as a point of contact for high-priority issues.
• Present operational updates and performance metrics to leadership and stakeholders.
• Promote a customer-first culture focused on responsiveness, professionalism, and service excellence.
• Evaluate and implement automation opportunities and AI-driven tools to improve support operations and productivity.

Requirements

• Previous experience in a Help Desk, Service Desk, or Technical Support environment.
• Experience leading, supervising, or mentoring technical support teams.
• Strong understanding of IT service management principles and SLA compliance.
• Experience analyzing operational data, dashboards, and performance reports.
• Ability to identify trends and make data-driven recommendations for improvement.
• Experience maintaining technical documentation and knowledge management resources.
• Strong problem-solving, organizational, and decision-making skills.
• Excellent verbal and written communication skills.

Preferred Qualifications

• Experience in a healthcare IT environment.
• Knowledge of desktop support and field support operations.
• Experience with Active Directory administration.
• Familiarity with IT service management tools and ticketing systems.
• Experience with workflow automation and AI-enabled support tools.
• Knowledge of continuous improvement methodologies and operational best practices.

Skills

• Help Desk Operations
• Service Desk Management
• Team Leadership & Coaching
• SLA Management
• Performance Metrics & Reporting
• Dashboard Analysis
• Knowledge Base Administration
• Desktop Support
• Field Support Operations
• Active Directory
• IT Service Management (ITSM)
• Customer Service Excellence
• Process Improvement
• AI & Automation Tools (Preferred)

Ideal Candidate

The successful candidate will demonstrate:

• Strong leadership and mentoring abilities
• A highly customer-focused approach
• Excellent interpersonal and communication skills
• The ability to thrive in a fast-paced, multitasking environment
• Confidence interacting with executives and upper leadership
• Strong organizational and analytical capabilities
• A proactive mindset focused on continuous improvement and team development

Work Environment

• Fast-paced, collaborative team environment
• Hands-on leadership role with a mix of operational oversight and team development
• Opportunity to influence service delivery, process improvements, and support strategy
• Growth-oriented organization utilizing modern technologies and innovative support practices

Pay

The pay range for this position is $40.00 - $45.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)