IT Helpdesk Desktop Support Supervisor

Dobbs Peterbilt•Sumner, WA

just now

About The Position

The Help Desk Supervisor provides leadership, direction, and oversight to the Help Desk team while ensuring efficient, high-quality technical support for all operational and production employees. This role is responsible for guiding the daily activities of the Help Desk, prioritizing and triaging issues, and ensuring timely resolution of requests that impact business operations. The Supervisor serves as an escalation point and subject-matter resource for end-user support, business systems, and technology services. This position requires the ability to exercise independent judgment and discretion in addressing complex or time-sensitive issues, while fostering a positive customer service experience for employees, partners, and customers. In addition to supervisory responsibilities, the role includes hands-on support for the installation, configuration, maintenance, and troubleshooting of computer hardware, software, applications, and related environments. The Supervisor is expected to provide technical guidance to the Help Desk team and ensure system users receive consistent, reliable, and professional support. The duties listed below are intended to illustrate the types of work typically performed. The omission of specific duties does not preclude the assignment of similar or related tasks that are logical and appropriate for the role.

Requirements

Associate’s degree in computer science, Information Systems, or related IT field with five (5) years of IT technical support or customer service experience in roles with similar scope and responsibilities, including at least 2 years in a lead or supervisory capacity.
Advanced knowledge of modern Windows operating systems (Windows 10/11), Microsoft 365 suite, Outlook/OWA, and common enterprise applications.
Strong understanding of ITSM systems, ticket routing, queue management, documentation standards, and incident escalation processes.
Working knowledge of TCP/IP networking fundamentals, DHCP, DNS, LAN/WAN concepts, and VPN remote access technologies.
Experience with endpoint management, remote support tools, MDM solutions (e.g., Intune), and monitoring/call-tracking systems.
Proficiency with computer hardware support, including PCs, laptops, mobile devices, printers, servers, and related peripherals.
Experience administering Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, and PowerShell-based administrative tasks.
Strong ability to communicate technical information to users with varying technical knowledge levels.
Demonstrated ability to document issue progress, resolutions, troubleshooting notes, and procedure updates clearly and accurately.
Strong organizational, prioritization, and problem-solving skills with the ability to analyze and interpret data for reporting and decision-making.
Must have reliable transportation and be willing to travel to support remote sites as needed.

Nice To Haves

Bachelor’s degree in computer science, Information Systems, or a related IT field with three (3) years of IT lead or supervisory experience.
Industry certifications such as: A+, Network+, Security+ Microsoft 365 Administrator Associate Modern Desktop Administrator Associate Azure Fundamentals CCNA or equivalent networking certification
Advanced knowledge of Microsoft 365 applications and administrative tools, including Teams, SharePoint, OneDrive, Exchange Online, and PowerShell automation.
Strong understanding of Active Directory, Group Policy, and enterprise networking (DHCP, DNS, TCP/IP, SD-WAN).
Advanced experience supporting VoIP systems (e.g., RingCentral) and secure remote access solutions (VPN).
Experience with virtualization technologies (Hyper-V or VMware) and foundational Azure cloud services.
Demonstrated ability to design and implement process improvements and streamline technical support workflows.
Strong organizational, analytical, and communication skills with the ability to explain complex technical concepts to non-technical audiences.
Proven ability to solve complex IT issues efficiently while maintaining a high degree of professionalism and customer focus.
Access to personal transportation with moderate local travel required.

Responsibilities

Provide high-quality end-user support and ensure outstanding customer service experience for all employees, partners, and customers.
Lead, mentor, and develop the Help Desk team, providing daily guidance, coaching, and support for both local and remote staff.
Conduct quarterly and annual performance reviews of the Technical Support Specialists, and support ongoing employee development, training, and skill advancement.
Exercise independent judgment and discretion while triaging, prioritizing, and resolving complex customer issues and service requests across multiple tools and platforms.
Oversee ticket assignment, workflow management, escalation paths, and documentation standards within the ITSM platform, ensuring appropriate communication to end users and internal teams.
Set up and administer user accounts, permissions, and application access for new hires, transfers, terminations, and access modifications.
Procure, install, repair, replace, and update computers, smartphones, tablets, printers, peripherals, and related computing accessories.
Install and configure approved software applications in adherence to IT security and operational standards.
Collaborate with IT team members to test, validate, and refine endpoint images, ensuring consistent and stable computing environments.
Work closely with internal business units and cross-functional partners to ensure customer issues are resolved efficiently and service requests are followed through to completion.
Escalate incidents related to hardware, software, networking, and system interfaces while documenting progress, action steps, and final resolution.
Ensure timely communication of critical events or outages to leadership, affected departments, and support teams, tracking issues through full resolution.
Enforce adherence to IT policies, procedures, documentation standards, ticket-handling expectations, and security practices.
Gather and document detailed information from customers regarding issues and requirements, ensuring accurate and complete handoffs to other IT team members to minimize repeat requests.
Provide technical training, application support guidance, and mentorship to Help Desk team members.
Identify, recommend, and help develop process improvements, policies, and procedures to enhance the Help Desk’s efficiency, consistency, and quality of service.
Develop and maintain standardized troubleshooting procedures, knowledge articles, and technical documentation to support repeatable resolutions.
Design, maintain, and support automation tools or scripting (e.g., PowerShell) to improve Help Desk workflows and operational productivity.
Administer enterprise email systems, including Exchange Online and Outlook, supporting configuration, mailbox management, and cross-platform access.
Assist with researching, evaluating, and procuring computing equipment, accessories, and supplies to support operational needs.
Perform other duties as assigned.