Role OverviewThe IT Help Desk Supervisor is responsible for the day-to-day leadership, performance, and service quality of the US Enterprise Support Center (help desk). This role supervises help desk staff, monitors operational performance, ensures timely and accurate handling of incidents and service requests, and drives a customer-focused culture of accountability, continuous improvement, and operational excellence.
What You Will Do
Manage day-to-day oversight of the US Enterprise Support Center, including monitoring call activity, service desk queues, alerts, incidents, service requests, problems, ticket aging, backlog, and workload distribution. Ensure timely, accurate, and customer-focused support across all intake channels.
Why It Might Be a Fit
The ideal candidate will have at least 5 years of experience in a help desk, service desk, technical support, or customer support environment, preferably with at least 1 year of team lead or supervisory experience.
Requirements
- At least 5 years of experience in a help desk, service desk, technical support, or customer support environment
- ITIL Foundation certification or experience applying ITIL/ITSM best practices preferred
Benefits
- Comprehensive medical, dental and vision insurance with no waiting period
- Competitive paid time off programs
- 401(k) savings and annual contributions of up to 12% of annual salary
- Mental health support programs, life and disability insurance, paid parental leave and a variety of additional voluntary benefits
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