IT Help Desk Supervisor

Integra • Dallas, TX

17d • Onsite

About The Position

Integra is seeking a highly technical Help Desk Supervisor to lead its IT support team and ensure efficient resolution of user issues across all support levels. The role oversees daily help desk operations and the ticketing system, while also providing hands-on support for complex technical issues and coordinating and mentoring a team handling 1st, 2nd, and 3rd level support. The position is fully on-site at Integra’s current North Dallas office and will move to West Plano by the end of the year.

Requirements

• Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• At least 5 years of IT support experience, including at least 2 years in a supervisory or lead role.
• Strong knowledge of ticketing systems such as 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.

Responsibilities

• Supervise daily help desk operations and ensure timely, effective resolution of support requests.
• Manage and optimize the ticketing system, including 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.
• Medical, dental, and vision coverage.
• Life and disability insurance programs.
• Voluntary benefits options.
• Generous paid time off.
• Education assistance and tuition support.
• Retirement and savings programs.

What This Job Offers

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