IT Help Desk - Supervisor

LNK International • Hauppauge, NY

5d

About The Position

IT Help Desk Supervisor LNK International is seeking a knowledgeable and customer-focused Help Desk Supervisor to oversee daily operations of the Help Desk and ensure prompt, professional support for all end users. This role is responsible for supervising help desk staff, managing workload distribution, improving support processes, and maintaining high customer service standards. In addition to supervisory responsibilities, the Help Desk Supervisor is expected to actively participate in daily ticket handling, providing hands-on technical support and contributing directly to help desk workload as needed.

Requirements

• Proven experience as a Help Desk Supervisor or Senior Technician.
• Strong technical knowledge of computer systems, software, networking, and support tools.
• Experience with Windows 10/11, M365, Azure, Active Directory, and AV technologies.
• Proficiency with help desk ticketing systems and remote support tools.
• Ability and willingness to perform daily hands-on help desk support tasks.
• Excellent troubleshooting, communication, and customer service skills.
• Demonstrated leadership and team development abilities.
• Strong analytical and problem-solving skills.
• Ability to prioritize effectively in a fast-paced environment.
• Associate degree or CompTIA A+ certification with 2+ years of experience, or 4+ years of equivalent experience.

Responsibilities

• Supervise day-to-day Help Desk operations and support request workflows.
• Provide leadership, coaching, and technical guidance to help desk technicians and build a strong working team with a customer‑focused attitude.
• Ensure timely and effective resolution of end-user issues.
• Actively work on help desk tickets, including troubleshooting, resolving, and documenting technical issues.
• Perform hands-on technical tasks such as account provisioning, system troubleshooting, and hardware/software support.
• Monitor performance metrics and prepare operational reports.
• Respond to escalated issues and ensure proper resolution.
• Maintain service standards, escalation procedures, and technical documentation.
• Identify process improvements and contribute to support optimization.
• Coordinate technician training and development.
• Oversee help sheets, usage guides, and FAQ materials.
• Research new technologies and make recommendations to support Help Desk operations.

What This Job Offers

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