IT Help Desk Supervisor

Integra Mission Critical • Dallas, TX

5d • Onsite

About The Position

We’re seeking a highly technical Help Desk Supervisor to lead our IT support team and ensure efficient resolution of user issues across all support levels. This role will oversee daily operations of the help desk, manage the ticketing system, and provide hands-on support for complex technical issues. The ideal candidate will have strong troubleshooting skills, leadership experience, and the ability to coordinate and mentor a team handling 1st, 2nd, and 3rd level support. This position is fully on-site at our current North Dallas office and will be moving to West Plano by the end of the year.

Requirements

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of IT support experience, including at least 2 years in a supervisory or lead role.
• Strong knowledge of ticketing systems (e.g., ConnectWise PSA, ServiceNow, Jira, Zendesk, or similar).
• Proven ability to troubleshoot hardware, software, and network issues across Windows and/or Mac environments.
• Experience managing 1st, 2nd, and 3rd level support operations.
• Strong understanding of ITIL processes and best practices.
• Excellent leadership, communication, and organizational skills.

Nice To Haves

• Industry certifications such as CompTIA A+, Network+, or ITIL Foundation preferred.

Responsibilities

• Supervise the daily operations of the help desk team, ensuring timely and effective resolution of support requests.
• Manage and optimize the ticketing system, ensuring accurate tracking, prioritization, and escalation of issues.
• Provide technical guidance and hands-on support for 1st, 2nd, and 3rd level incidents and service requests.
• Develop and implement help desk procedures, service level agreements (SLAs), and performance metrics.
• Monitor system performance and ticket trends to identify recurring issues and recommend long-term solutions.
• Collaborate with network, infrastructure, and application teams to resolve escalated issues.
• Train and mentor help desk staff to improve technical skills and customer service.
• Ensure consistent communication and documentation throughout the incident lifecycle.
• Participate in system upgrades, deployments, and other IT projects as needed.

Benefits

• Competitive pay with incentive opportunities that recognize your results and contributions.
• Medical, dental, and vision coverage that supports you and your family’s total well-being.
• Life and disability insurance programs that provide protection when it matters most.
• A variety of voluntary benefits so you can personalize coverage to fit your needs.
• Generous paid time off to relax, travel, and maintain a healthy work-life balance.
• Education assistance and tuition support to help you build skills and advance your career.
• Retirement and savings programs that help you achieve long-term financial confidence.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree