Job Description
Job Description
We're looking for a hands-on Help Desk Supervisor to lead our Help Desk team. You'll work tickets alongside your techs and mentor them to grow their skills as well as own the metrics and processes that decide how well our Help Desk serves clients.
Your main goal is to raise how much the Help Desk resolves on first contact. You'll do that by cutting avoidable escalations to our higher tiers, raising ticket and documentation quality, and finding and closing knowledge gaps. If you like building a team, working with data, and fixing processes, this role is for you.
What You'll Do
- Lead, mentor, and be fully responsible for the Help Desk technicians, with regular one-on-ones focused on performance, growth, and how each tech sees their role
- Manage the daily flow of the Help Desk queue and client portal requests, so tickets are triaged, prioritized, and routed correctly
- Work Help Desk tickets yourself, both to support the team and to stay close to the work
- Measure and report on escalation rates from Help Desk to Tier 2/Tier 3, then set and drive escalation-reduction targets
- Audit a sample of tech tickets every week for accuracy, documentation quality, and client communication, and give clear feedback to technicians
- Build on and enforce our ticket quality standards, including notes, next steps, time entries, and client updates
- Meet with Tier 2 and Tier 3 technicians to understand escalation pain points and turn them into training and process changes
- Find Help Desk knowledge gaps and work with Technical Services leadership to create technical development plans for each tech
- Produce a weekly ticket trends report that highlights volume, recurring issues, escalations, and opportunities
- Refine Help Desk processes and procedures, and contribute to our knowledge base and documentation
What We're Looking For
- 3+ years of IT support experience, ideally at an MSP, with at least 1 year leading, supervising, or mentoring technicians
- Strong troubleshooting skills in Microsoft 365, Windows, Active Directory/Entra ID, and general networking
- Experience with a PSA/ticketing system (Autotask strongly preferred; ConnectWise or similar also welcome)
- Comfort working with metrics, including tracking KPIs, finding trends, and turning data into action
- Excellent written and verbal communication, with a high bar for ticket documentation and client updates
- A mentoring mindset: you'd rather teach someone to solve a problem than solve it for them every time
- Organized, dependable, and calm when the queue gets busy
Nice to Have
- Experience with RMM tools, backup/BDR platforms (e.g., Datto), IT Glue, and security tools such as EDR, email security, and DNS filtering
- Familiarity with Intune, Azure, and firewall platforms such as FortiGate
- Industry certifications (CompTIA A+/Network+/Security+, Microsoft 365 or Azure certifications, ITIL)
- Experience building training plans or knowledge base content