IT Helpdesk Supervisor

About the role

The IT Helpdesk Supervisor oversees the daily operations of the IT Helpdesk, ensuring timely and effective technical support for all internal and external users across all sites. This role provides advanced technical expertise, supervises Helpdesk Technicians, manages support workflows, and ensures high-quality customer service.

Responsibilities

• Supervises Helpdesk Technicians, providing coaching, training, scheduling, and performance feedback.
• Oversees daily helpdesk operations, ensuring timely response and resolution of support tickets.
• Provides advanced troubleshooting for operating systems, applications, hardware, and network-related issues.
• Led the hiring process for Helpdesk Technicians, including interviewing, evaluating candidates, and making hiring recommendations.
• Develops and delivers onboarding and ongoing training programs to ensure Helpdesk staff maintain strong technical skills, customer service standards, and familiarity with organizational systems.
• Reviews and approves Helpdesk staff timecards, schedules, and attendance records to ensure accuracy and compliance with organizational policies.
• Performs systems administration tasks including new user setup, email configuration, permissions management, and workstation deployment.
• Maintains and improves helpdesk processes, documentation, and service-level standards.
• Maintains accurate asset inventory of computers, peripherals, and software licensing.
• Collaborates with external IT vendors and service providers as needed.
• Ensures adherence to security policies, patch management, and antivirus standards.
• Supports implementation and maintenance of electronic health record (EHR) systems and related data systems.
• Performs other duties as assigned.

Requirements

• Education: Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience and/or specialized training.
• Experience/Lived Experience: 5 or more years of IT support experience, including at least 2 years in a supervisory or lead role. Experience in healthcare IT strongly preferred.
• Special Skills/Training: Strong technical troubleshooting skills; experience managing helpdesk operations; familiarity with network administration, Microsoft Office 365, Windows Server environments, and ticketing systems.