Help Desk Supervisor

Flow Control Group • Charlotte, NC

1d

About The Position

The Help Desk Supervisor oversees the daily operations of the Tier 1 Help Desk team, ensuring high-quality customer support, adherence to SLAs, and consistent execution of ITIL best practices. This role is responsible for coaching and developing Tier 1 technicians, monitoring performance, optimizing processes, and driving a culture of continuous improvement across the Service Delivery function. The ideal candidate is a strong communicator, highly organized, and passionate about developing others while maintaining operational excellence in a fast-paced environment.

Responsibilities

• Team Leadership & Development
• Provide daily leadership, guidance, and coaching to Tier 1 technicians.
• Conduct regular 1:1s focused on skill development, performance, and career growth.
• Create development plans that build technicians toward Tier 2, Project Engineering or other IT career paths.
• Foster a positive, customer-centric team culture aligned with FCG values.
• Identify skill gaps and coordinate training sessions (technical, customer service, ticket management).
• Operational Oversight
• Monitor ticket queues to ensure:
• SLA compliance
• Proper categorization, prioritization, and documentation
• Accurate and complete resolution notes
• Manage real-time workload distribution and adjust resourcing for phones and tickets.
• Oversee escalation processes to IT specialist’s teams.
• Ensure adherence to standard operating procedures, solutions, and ITIL practices.
• Provide constructive feedback and targeted coaching following QA reviews.
• Track individual and team performance metrics (e.g., SLA attainment, first-call resolution, backlog health).
• Continuous Improvement & ITIL Alignment
• Support and champion ITIL-based processes including Incident Management, Request Fulfillment, and Knowledge Management.
• Identify trends, recurring issues, and opportunities to reduce ticket volume.
• Collaborate with Service Delivery and Field Service teams to improve workflows, templates, and routing rules.
• Contribute to Solutions growth by documenting new issues, solutions, and customer facing guides.
• Proactively recommend tools, process changes, and automations that enhance team efficiency.
• Customer Service & Communication
• Serve as an escalation point for dissatisfied customers, complex issues, or urgent requests.
• Ensure the team communicates for clarity, professionalism, and empathy.
• Review communications to maintain expected standards for updates, ticket notes, and technical explanations.
• Reporting & Administration
• Track and report weekly KPIs and operational metrics to the Service Delivery Manager.
• Assist with scheduling, time-tracking, PTO coordination, and coverage planning.
• Participate in hiring processes for Tier 1 technicians.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed