Helpdesk Supervisor

Acture Solutions Inc•Harrison, NY

21d•$75,000 - $95,000•Onsite

About The Position

Acture Solutions is looking for a motivated and service-minded Helpdesk Supervisor to join our on-site support team at the Scotia Glenville School District. If you love solving problems, leading technical teams, and making a difference for real users every day—this is your chance to build your career in a supportive, people-first environment. The Helpdesk Supervisor is an exempt, supervisory position reporting to the Technology Operations Manager, while working closely with the Onsite Services Team and client technical leadership on all aspects relating to the supervision of IT service desk operations, escalations, and frontline support performance. This role requires strong leadership, technical troubleshooting expertise, and a proactive approach to service quality, training, and team development.

Requirements

Strong experience managing helpdesk operations or leading technical support teams.
Proficiency in troubleshooting and guiding resolution of hardware, software, and networking issues.
Familiarity with ITSM platforms, ticket escalation workflows, and service-level metrics.
Excellent interpersonal and customer service skills; ability to lead calmly and competently under pressure.
Clear written and verbal communication, including escalation documentation and performance reporting.
Knowledge of iOS, Windows, and macOS systems, Active Directory, Microsoft 365, remote desktop tools, and common endpoint technologies.
Proven ability to coach, motivate, and evaluate technical staff performance.
Strong time management and organizational skills.
Associate’s or bachelor’s degree in information technology, Computer Science, or related field.
Minimum 3–5 years of experience in helpdesk or IT support, with at least 1 year in a supervisory or team lead capacity.
Mobile Device Management experience.
Customer-first mindset with a knack for solving problems.
Organized, detail-oriented, and eager to learn.
Able to prioritize tasks and manage multiple issues effectively.
Prolonged periods sitting at a desk and working on a computer.
Ability to lift and carry up to 35 lbs. for equipment moves, installations, and returns.
Must be able to walk between multiple onsite locations or buildings.
Valid driver’s license, background check, and fingerprinting required.

Nice To Haves

Experience in educational or high-volume multi-site IT environments.
Certifications such as CompTIA A+, Network+, or ITIL Foundations.
Mosyle MDM experience preferred.

Responsibilities

Lead, mentor, manage, and hold accountable the Onsite Services team members and direct reports on daily tasks and projects, ensuring the team has clear direction, KPIs, and performance evaluations.
Cultivate a positive and effective team and ensure priorities are clear throughout your team.
Participate as a member of Acture’s Leadership team, working effectively and professionally with the CEO, Director of Information Technology & Artificial Intelligence, and other leadership personnel as needed.
Uphold and exemplify Acture’s Core Values: Accountability, Customer First, Trust, Integrity, Opportunity, Nurturing Positive Culture & Fun.
Monitor daily support operations, ensure ticket workflows are balanced, and provide support coverage and prioritization across sites.
Act as an escalation point for unresolved or complex technical issues, ensuring resolution or appropriate delegation to Level III or engineering teams.
Develop and manage shift schedules, on-call rotations, and coverage planning.
Track helpdesk metrics and team productivity using Acture’s ITSM or ticketing platform.
Coordinate onboarding and ongoing training for helpdesk team members, including SOP reviews, system access training, and shadowing assignments.
Oversee asset assignment, basic inventory management for loaners, and proper hardware/software provisioning in partnership with the procurement team.
Collaborate with client and internal stakeholders to maintain clear expectations for SLAs, communications, and feedback loops.
Maintain and improve internal knowledge bases and technician documentation to enhance team effectiveness.
Participate in site IT meetings, contribute to client success reporting, and offer input on technical project planning.
Ensure all helpdesk activities adhere to Acture’s cybersecurity, data protection, and compliance standards.