Help Desk Supervisor

JOB TITLE: Help Desk Supervisor STATUS: Full-Time, Exempt REPORTS TO: IT Director Location: On-Site JOB DESCRIPTION: The Help Desk Supervisor leads the day-to-day operation of the IT help desk while providing hands-on technical support to employees at local and remote sites. This role assigns and monitors tickets, helps the team meet established service level agreements (SLAs), resolves escalated issues, and handles support tickets directly.

The Help Desk Supervisor also oversees employee onboarding across all regions, ensuring accounts and equipment are ready before each employee’s scheduled start date. This role maintains accurate equipment inventory, coordinates the return of equipment during offboarding, supervises help desk staff, and serves as the central point for IT department documentation and system training materials.

QUALIFICATIONS

Must be 21 years or older to apply for this position. Successful completion of the ADP Selective Screening Services background check as well as any other state, federal or company required background/record check.

Education

A college degree, trade school education, technical certification, or equivalent relevant experience. Experience Requirement: At least three years of experience supporting a range of computer systems, software, networks, and end-user devices, experience managing a help desk or IT support team, including assigning work, coaching staff, and overseeing ticket queues and service levels, and experience supporting employee onboarding and offboarding, including account readiness, device preparation, deployment, recovery, and inventory control Availability to provide after-hours or weekend support when necessary.

Physical Requirements: Ability to work on a computer/keyboard, use electronic systems, communicate clearly in writing and verbally, sit for extended periods of time, listening, reading comprehension, and lifting equipment weighing up to 50 lbs. Knowledge, Skills, and Abilities: Ability to operate standard office machines and equipment, including telephones, computers, copy machines, fax machines, calculators, scanners, and shredders.

Ability to be professional and maintain a positive attitude and relationships with co-workers, employees, and vendors. Excel at both written and verbal communications to convey essential information; must be able to utilize the proper linguistic syntax and spelling, explain technical issues, and develop useful instructions and training materials.

Familiarity with HIPAA, 42 CFR Part 2, the HITECH Act, and other applicable requirements for protecting information in a healthcare environment. Strong troubleshooting skills across Windows and Mac computers, iPhone and Android devices, business applications, and common network connections. Working knowledge of Google Workspace, Microsoft 365, mobile device management (MDM), remote monitoring and management (RMM), identity or device management tools (such as Jump.

Cloud and Venn), Adobe Acrobat, QuickBooks, CollaborateMD, Net. Suite, and G Suite products. Ability to diagnose issues involving TCP/IP, wireless networks, switches, routers, and related network services, and to recognize when specialist support is needed. Experience using a ticketing system to prioritize work, document solutions, and monitor response and resolution times against SLAs.

Ability to manage a help desk team, assign work, coach junior staff, resolve escalated support issues while maintaining a personal ticket workload, and manage competing priorities. Knowledge of account provisioning, device configuration, deployment, inventory control, and equipment recovery during employee onboarding and offboarding.

Strong organizational skills and attention to detail when tracking equipment, user assignments, returns, and ticket status.

DUTIES AND RESPONSIBILITIES

The Help Desk Supervisor will be responsible for all the following, and additional duties may be removed or assigned as needed. These include but are not limited to: Manage daily help desk operations, including ticket intake, prioritization, assignment, escalation, follow-up, and closure, and monitor ticket volume, aging, response times, resolution times, and SLA performance; adjust assignments and escalate risks to maintain service levels.

Provide second-level support for complex issues, guide junior staff through troubleshooting, and coordinate with system administrators or third-party vendors when needed. Maintain an active ticket workload and personally respond to and resolve support requests. Supervise help desk staff, review work quality, provide coaching and feedback, and identify training needs and coordinate onboarding across all regions to ensure new employee accounts are created with approved access and ready before each employee’s scheduled start date.

Oversee the preparation, configuration, and deployment of laptops, phones, and related equipment, ensuring devices meet current company specifications and are ready for onboarding. Maintain accurate inventory and asset records, including device details, assigned users, locations, and deployment and return dates. Coordinate equipment recovery during offboarding, follow up promptly on outstanding items, inspect returned devices, and arrange for their secure reconfiguration or disposition under company procedures.

Oversee or assist with account changes and deactivation, device imaging, software installation, updates, patches, and support for computers, mobile devices, printers, and conferencing tools. Identify recurring issues and report significant incidents, service trends, staffing needs, and equipment concerns to the IT Director.

Serve as the central point for creating, organizing, and maintaining IT department documentation, training materials, and client-facing instructions for all supported systems; collaborate with system owners and subject matter experts to keep materials current. To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily.

The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Monday

• Friday 8:30-5:30PM (60 min lunch)