Help Desk Supervisor

Federated Service Solutions•Remote, US,

13h•Hybrid

About The Position

We’re looking for a Helpdesk Supervisor who can lead from the front while staying close to the work. This is a working supervisor role for someone who knows how to support field technicians, handle escalations, coach a small team, and keep help desk execution moving with clarity and urgency. This person will supervise up to four help desk team members and help ensure site visits are supported the right way. You’ll keep the team aligned, improve documentation, track performance, identify trends, and step in when escalations need steady ownership. The right candidate is calm under pressure, direct in communication, and willing to dig into the details without losing sight of the bigger picture.

Requirements

At least 2 years of help desk, technical support, field support, dispatch, or related experience.
At least 1 year of supervisory, team lead, or coaching experience.
Experience managing tickets, escalations, support queues, or technician-facing issue resolution.
Comfort working in Quickbase, Microsoft Office, and customer portals as needed.
Strong written documentation habits and the ability to create clear, useful support resources.
Ability to interpret help desk activity and identify patterns, bottlenecks, or recurring issues.
Calm, direct communication with technicians, customers, and internal teams.
A working-supervisor mindset, meaning you can lead the team while also stepping into the work when needed.

Nice To Haves

Experience supporting field technicians, site visits, technology rollouts, or multi-location service work is helpful.
Familiarity with help desk reporting, internal process improvement, customer-facing support, or technician dispatch environments would also be valuable, especially for someone who enjoys finding patterns and turning those patterns into better team habits.

Responsibilities

Own Help Desk site visit execution by making sure field technicians have the support, information, and issue resolution they need to complete work successfully.
Develop and coach help desk team members through regular feedback, performance conversations, internal team meetings, and clear expectations.
Build and maintain help desk support documentation, including process notes, escalation steps, troubleshooting guidance, and technician or customer support references.
Track help desk metrics and optimize performance by monitoring ticket volume, aging issues, response times, quality of notes, and recurring support gaps.
Identify trends and escalate recurring issues, process breakdowns, field support risks, or customer-impacting concerns to the Helpdesk Manager and appropriate internal teams.
Serve as a working supervisor by handling escalated tickets, supporting urgent field needs, and helping the team resolve issues quickly and professionally.
Partner with internal teams to improve communication, reduce repeat issues, and support consistent execution across site visits.
Use Quickbase, Microsoft Office, customer portals, and related systems to document work, track activity, and support help desk operations.