IT Help Desk Supervisor

ESSENTIAL FUNCTIONS

Helpdesk Operations

• Oversee daily operations and ensure appropriate coverage during business hours.
• Monitor incidents, service requests, and queues; manage assignments, priorities, aging and escalations to meet service-level expectations.
• Track and report performance metrics to ensure high-impact or business-critical incidents are escalated promptly.
• Coordinate support for hardware, software, networks, telecommunications, printers, mobile devices, and business applications.
• Serve as the escalation point for complex issues and coordinate with Infrastructure, Network, Security, Applications, and other IT teams.
• Keep users informed of outstanding incidents and address recurring problems by working with the appropriate teams on root causes.

Team Leadership & Supervision

• Provide direct supervision and day-to-day leadership to Helpdesk technicians and support staff.
• Assign workload and ensure work is distributed appropriately across the team.
• Establish clear expectations regarding technical support, customer service, documentation, communication, and professionalism.
• Conduct regular one-on-one meetings with team members to provide coaching, mentoring and technical guidance.
• Identify training opportunities and create development plans for Helpdesk employees.
• Participate in recruiting, interviewing, onboarding, and training new Helpdesk employees.
• Conduct performance evaluations and provide ongoing performance feedback.
• Address performance or attendance concerns in accordance with company policies.
• Encourage knowledge sharing and cross-training to reduce dependency on individual team members.

Incident & Request Management

• Ensure all support requests are properly documented within the organization's IT Service Management platform.
• Establish and maintain ticket categorization, prioritization, assignment, escalation, and closure standards.
• Review aging tickets and actively drive resolution of overdue requests.
• Ensure tickets contain sufficient troubleshooting notes, resolution details, and user communication.
• Manage escalations from employees, managers, executives, and business departments.
• Coordinate response to widespread technical incidents and outages.

End-User Technology

• Oversee support for Windows workstations and laptops, Microsoft 365, Teams, Outlook and Exchange Online.
• Oversee support for Microsoft Entra ID, Microsoft Intune, and multifactor authentication (MFA).
• Oversee support for VPN and remote access, and Remote Desktop environments.
• Oversee support for mobile devices, printers, peripherals, and conference-room technology.
• Oversee support for business applications, network connectivity, Wi-Fi, VoIP, and telecommunications.
• Ensure technicians follow standardized troubleshooting procedures before escalating incidents.

User Lifecycle Management

• Oversee IT onboarding and offboarding activities.
• Ensure new employees receive required hardware, software, accounts, licensing, and access before their start date whenever possible.
• Coordinate account creation and access requests with appropriate IT teams.
• Ensure terminated employee access is disabled according to established procedures.
• Oversee collection, reconfiguration, and redistribution of returned IT equipment.
• Ensure Helpdesk processes follow approved identity and access-management practices.
• Review requests for access changes and ensure proper authorization is obtained.

Endpoint & Device Management

• Assist with deployment and management of company computers and mobile devices, including endpoint configuration through Intune or other management platforms.
• Ensure endpoints meet company configuration and security requirements.
• Coordinate operating system upgrades, application deployments, patches, and device replacements.
• Maintain accurate hardware and software inventories and manage equipment lifecycle processes.
• Identify aging or problematic equipment and recommend replacement strategies.

IT Service Management & Process Improvement

• Develop, document, and continuously improve Helpdesk procedures.
• Create standardized troubleshooting workflows and escalation paths.
• Maintain a knowledge base of common issues and documented resolutions.
• Identify opportunities for automation and self-service.
• Reduce repetitive manual support tasks wherever practical.
• Work with IT leadership to establish service-level objectives and Helpdesk performance standards.
• Recommend improvements to tools, processes, staffing, and technology based on support trends.
• Support the development and adoption of company standard operating procedures (SOPs), including those involving teams outside IT.

Security & Compliance

• Ensure Help Desk activities comply with cybersecurity policies and protect confidential, sensitive, and patient information.
• Verify user identity before password resets or access changes; apply least-privilege principles when granting access.
• Immediately escalate suspected phishing, malware, compromised accounts, and other cybersecurity incidents.
• Support endpoint security, MFA, encryption, patching, device compliance, security awareness, and compliance initiatives.
• Apply relevant company requirements, including HIPAA and FDA 21 CFR Part 11, as applicable.

Vendor, Budget & Service Delivery

• Coordinate IT hardware and software delivery at new and existing clinics.
• Manage vendor relationships, including business reviews, requests for proposals, issue resolution, and cost-saving opportunities.
• Assist with annual capital and operating budget planning and management, including service agreements and computer-replacement plans.
• Manage telecommunications services, including company cellular devices and internet connections; share responsibility for supporting cloud-based VoIP services.
• Drive continual improvement in processes, cost efficiency, and customer satisfaction.

ROLE EXPECTATIONS

• Communicate technical information clearly to nontechnical users and provide realistic expectations and regular status updates.
• Remain professional with urgent or frustrated users and prioritize issues by business impact, not solely by order received.
• Understand the business impact of technical issues, build strong relationships across departments, and help employees work effectively.
• Apply IT service management frameworks and standards, including ITSM and ITIL.

REQUIREMENTS

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• 5+ years' experience in Information Technology.
• 3+ years' experience in a supervisory or management role.
• Exceptional communication skills, both oral and written.
• Strong knowledge of Windows desktop operating system and experience supporting Microsoft Entra ID / Active Directory environments.
• Experience with endpoint and mobile-device management technologies and an IT Service Management or ticketing platform.
• Strong troubleshooting skills across hardware, software, networking, authentication, and business applications.
• Excellent written and verbal communication, documentation and organizational skills.
• Ability to maintain confidentiality, manage competing priorities, troubleshoot independently and engage specialized IT teams when needed.

BENEFITS

• Medical, Vision, and Dental Insurance
• 401k Retirement Plan
• 18 Days of Paid Time Off plus 7 company-paid Holidays
• Life Insurance
• Short/Long Term Disability Insurance
• The salary range for this position is $75,000 - $95,000 and is dependent on the applicant's relevant skills and experience.

WORK AUTHORIZATION

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.