Helpdesk Supervisor
Internet Brands · El Segundo, CA · 2 wk ago
Information Technology$80/hrFull-time
Key Responsibilities
- AI Strategy & Automation Leadership
- Drive High-Volume Incident Deflection
- Govern AI-Powered Knowledge Management
- Elevate Quality Assurance through AI Analytics
- Lead Cross-Functional AI & Provisioning Workflows
- Continuous Automation Improvement
Team Leadership & Performance Management
- Directly manage Helpdesk staff
- Oversee team performance metrics
- Maintain optimal coverage
- Foster a positive, collaborative, and customer-focused team culture
- Identify areas for development and provide mentorship, coaching, and training opportunities
Technical & Operational Oversight
- Act as a hands-on technical leader
- Assist with escalated incidents and complex troubleshooting
- Serve as the primary Helpdesk office representative and technical point of contact
- Ensure adherence to IT policies, security standards, and compliance protocols
- Collaborate with the network and infrastructure teams
Stakeholder & Business Engagement
- Manage relationships and expectations with internal business units and key stakeholders
- Communicate effectively with management
- Provide executive-level support for senior leadership
Office & Technology Management
- Oversee the operational quality of all technology-related services
- Track satisfaction scores and implement improvements
- Partner with facilities and networking teams
- Conduct periodic audits
Qualifications & Requirements
- Minimum 7 years of experience managing or supervising within a Helpdesk or IT support environment
- Proven direct management experience leading technical teams
- Strong background in technical troubleshooting and escalation management
- Excellent communication and interpersonal skills with a customer service orientation
- Ability to work hands-on in a dynamic environment while maintaining strategic oversight
- Demonstrated ability to analyze performance data, identify trends, and drive process improvements
- Strong organizational skills with attention to detail and follow-through
- Familiarity with ITSM platforms (e.g., ServiceNow, Jira, Service Desk Plus, Zendesk)
Pay
$80 to $90K depending on skills, qualifications, and experience.
Schedule
N/A