Help Desk Supervisor

TEKsystems•Boston, MA

2d•$40 - $45•Hybrid

About The Position

We are seeking an experienced Help Desk Supervisor to lead a team of technical support professionals in a fast-paced IT environment. This role is responsible for overseeing daily help desk operations, ensuring service level agreements (SLAs) are met, coaching and mentoring technicians, analyzing performance metrics, and driving continuous service improvement. The ideal candidate will have a strong help desk or service desk experience, excellent leadership skills, and a passion for delivering exceptional customer service. Experience supporting healthcare environments is highly preferred.

Requirements

Previous experience in a Help Desk, Service Desk, or Technical Support environment.
Experience leading, supervising, or mentoring technical support teams.
Strong understanding of IT service management principles and SLA compliance.
Experience analyzing operational data, dashboards, and performance reports.
Ability to identify trends and make data-driven recommendations for improvement.
Experience maintaining technical documentation and knowledge management resources.
Strong problem-solving, organizational, and decision-making skills.
Excellent verbal and written communication skills.

Nice To Haves

Experience in a healthcare IT environment.
Knowledge of desktop support and field support operations.
Experience with Active Directory administration.
Familiarity with IT service management tools and ticketing systems.
Experience with workflow automation and AI-enabled support tools.
Knowledge of continuous improvement methodologies and operational best practices.

Responsibilities

Supervise daily help desk and service desk operations to ensure efficient and timely resolution of support requests.
Monitor team performance and enforce adherence to established SLAs and service standards.
Coach, mentor, evaluate, and develop help desk technicians to improve technical performance and customer service delivery.
Review dashboards, reports, and operational metrics to identify trends, measure performance, and implement process improvements.
Manage ticket queues and ensure proper prioritization, escalation, and resolution of incidents and service requests.
Develop, maintain, and improve knowledge base articles, procedures, and support documentation.
Conduct performance reviews and provide ongoing feedback to team members.
Partner with leadership to identify opportunities for operational efficiencies and service enhancements.
Support customer escalations and serve as a point of contact for high-priority issues.
Present operational updates and performance metrics to leadership and stakeholders.
Promote a customer-first culture focused on responsiveness, professionalism, and service excellence.
Evaluate and implement automation opportunities and AI-driven tools to improve support operations and productivity.