Help Desk Supervisor

Avidex Industries LLC • Fremont, CA

1d

About The Position

The Help Desk Supervisor is responsible for leading the day-to-day operations of our Contact Center and ensuring the team delivers timely, high-quality support. This role oversees Help Desk staff performance, workflow, and service delivery while promoting a positive, engaged, and accountable team culture. As a working supervisor, this position may also provide case management and administrative support as needed. The ideal candidate brings strong leadership skills, a customer-focused mindset, and experience managing service or call center teams in fast-paced environments.

Requirements

• Associate degree or equivalent experience required; Bachelor’s degree preferred
• 4–5 years of experience supporting call center or case management operations, including at least 2 years in a supervisory or management role
• Experience leading customer service or technical support teams; experience overseeing technical teams is a plus
• Strong computer skills with experience using business applications and multiple operating systems
• Familiarity with call center or service management platforms; Salesforce experience is a plus
• Ability to work effectively in a fast-paced, multitasking environment
• Strong decision-making, organizational, and administrative skills
• Excellent communication, listening, and customer service skills, with the ability to resolve issues professionally
• Experience supporting recruiting, hiring, onboarding, and team integration efforts
• Knowledge of AV managed services operations is preferred

Nice To Haves

• Bachelor’s degree preferred
• Experience leading customer service or technical support teams; experience overseeing technical teams is a plus
• Familiarity with call center or service management platforms; Salesforce experience is a plus
• Knowledge of AV managed services operations is preferred

Responsibilities

• Supervise Help Desk staff, including timekeeping, PTO, expenses, attendance, and adherence to performance and conduct standards
• Provide coaching, mentorship, and performance feedback to support individual and team success
• Support hiring, onboarding, training, performance reviews, and disciplinary processes in compliance with company policies
• Oversee daily Help Desk operations to ensure consistent, professional service delivery aligned with established processes and SLAs
• Develop and manage daily objectives and resource plans to maximize team productivity
• Monitor workloads, ticket volumes, and response times; adjust resources as needed
• Identify opportunities to improve workflows and operational efficiencies in coordination with management
• Provide case management support, including opening, tracking, updating, and reporting on service tickets and work orders
• Monitor and report on key performance metrics and operational trends
• Coordinate with vendors and subcontractors for service orders, RMAs, and return status
• Manage subcontractor relationships that support Help Desk operations
• Partner with management and cross-functional teams to support service delivery goals
• Attend required training and maintain certifications as needed
• Perform other duties as assigned to support business needs

Benefits

• Competitive compensation plan.
• Health, dental, and vision benefits.
• 401(k) retirement plan with match.
• 120 hours of PTO (accrued)
• 10 Paid Holidays.
• 8 hours to volunteer on your favorite cause.
• Opportunities for professional growth and development.
• Collaborative and innovative work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 51-100 employees