Help Desk Supervisor

Baptist • Memphis, TN

2d • Onsite

About The Position

The IT Helpdesk Supervisor oversees the day-to-day operations of the
University’s IT Helpdesk, ensuring high-quality technical support and
exceptional customer service for all students, faculty, staff, and
administrative offices. This role supervises a team of helpdesk technicians,
manages support processes, tracks performance metrics, and collaborates with
other IT units to maintain a secure, reliable, and responsive support
environment.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent professional experience.
• 3–5 years of IT support experience, including at least 2 years in a supervisory or leadership role.
• Strong knowledge of desktop operating systems (Windows, macOS), Microsoft 365, networking basics, and endpoint management tools.
• Proven ability to manage helpdesk workflows and ticketing systems (e.g., ServiceNow, Zendesk, or equivalent).

Nice To Haves

• ITIL Foundation certification, HDI Support Center Manager, or equivalent.
• Experience supporting technology in higher education and/or healthcare environments.
• Familiarity with compliance standards such as HIPAA, FERPA, and NIST.
• Experience managing A/V and classroom technology support.

Responsibilities

• Leadership & Team Management
• Service Desk Operations
• Process & Quality Improvement
• Technical & Functional Support
• Stakeholder Engagement & Reporting
• Compliance & Security
• Asset & Resource Management

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees