Help Desk Supervisor

Almo•Philadelphia, PA

About The Position

Provide leadership and hands-on support to a Tier 1 Helpdesk team, ensuring high-quality customer service for internal users requiring phone, remote, or onsite support for corporate applications, IT hardware, printing, connectivity, and general IT services. Serve as an escalation point for complex or unresolved technical issues, ensuring timely resolution and appropriate communication with stakeholders. Coach, mentor, and support Helpdesk Technicians to improve technical skills, troubleshooting effectiveness, and customer service capabilities. Monitor ticket queues and workloads to ensure service levels, response times, and resolution targets are met. Oversee accurate and timely ticket documentation, including work performed, time tracking, root cause, and resolution steps, ensuring adherence to ITSM best practices. Identify recurring issues and trends; collaborate with IT teams to drive problem resolution and reduce repeat incidents. Coordinate onboarding activities, ensuring new hires receive required hardware, system access, and day-one readiness. Deploy, install, and manage computers and other end-user devices in accordance with corporate standards. Assist with inventory management of hardware and software assets, ensuring accuracy and compliance. Contribute to the improvement of helpdesk processes, documentation, and procedures. Act as a liaison between the Helpdesk and other IT teams to ensure smooth issue escalation and communication. Perform other related duties as required.

Requirements

Previous experience as an IT Help Desk Technician, with demonstrated leadership or senior-level responsibilities.
Strong working knowledge of computer systems, hardware, software, and common corporate IT environments.
Working understanding of networking principles and troubleshooting methodologies.
Proven ability to diagnose, prioritize, and resolve technical issues efficiently.
Excellent communication and interpersonal skills, with the ability to support both end users and technical staff.
Professional demeanor and strong customer-service focus.
Demonstrated organizational skills, follow-through, and ability to manage multiple priorities.
Ability to work effectively in a fast-paced, dynamic environment while supporting team members.
Strong interest in learning new technologies and improving team performance.
Office 365 Administration
Okta or other MFA
Intune Administration
Active Directory Administration
Comfortable with Remote management tools
Powershell Scripting

Responsibilities

Provide leadership and hands-on support to a Tier 1 Helpdesk team, ensuring high-quality customer service for internal users requiring phone, remote, or onsite support for corporate applications, IT hardware, printing, connectivity, and general IT services.
Serve as an escalation point for complex or unresolved technical issues, ensuring timely resolution and appropriate communication with stakeholders.
Coach, mentor, and support Helpdesk Technicians to improve technical skills, troubleshooting effectiveness, and customer service capabilities.
Monitor ticket queues and workloads to ensure service levels, response times, and resolution targets are met.
Oversee accurate and timely ticket documentation, including work performed, time tracking, root cause, and resolution steps, ensuring adherence to ITSM best practices.
Identify recurring issues and trends; collaborate with IT teams to drive problem resolution and reduce repeat incidents.
Coordinate onboarding activities, ensuring new hires receive required hardware, system access, and day-one readiness.
Deploy, install, and manage computers and other end-user devices in accordance with corporate standards.
Assist with inventory management of hardware and software assets, ensuring accuracy and compliance.
Contribute to the improvement of helpdesk processes, documentation, and procedures.
Act as a liaison between the Helpdesk and other IT teams to ensure smooth issue escalation and communication.
Perform other related duties as required.