Help Desk Supervisor

Job Description

Job Description

Description

Metropolitan Companies is hiring a Help Desk Supervisor ! We’re looking for a motivated and hands-on IT professional to lead our Help Desk team. As a Help Desk Supervisor, you will be responsible for overseeing daily IT support operations, ensuring timely resolution of support tickets, mentoring support staff, and maintaining an excellent user experience across the organization. This is a great opportunity to join a growing company and play a key role in supporting our staff and systems across multiple locations.

We offer a competitive compensation package that includes benefits (medical, dental, vision, life, short- and long-term disability), holiday pay, paid time off, bonus program, 401K plan, and more. If you're a proactive problem-solver who thrives on helping others and leading a team, this is the role for you!

Key Responsibilities

• Supervise daily help desk operations and support staff
• Ensure timely and accurate resolution of hardware, software, and network issues
• Monitor and assign incoming service requests and escalate unresolved issues when necessary
• Provide coaching, performance feedback, and training to help desk technicians
• Serve as the first point of escalation for complex or high-priority issues
• Develop and maintain knowledge base articles and support documentation
• Collaborate with Systems Administrators to maintain smooth IT operations
• Oversee onboarding and offboarding of users, including hardware / software setup
• Maintain inventory of IT assets (laptops, desktops, phones, accessories)
• Participate in IT planning, upgrades, and technology rollouts
• Maintain a high level of customer service and communication with all users
• Travel to local offices to provide on-site support as needed
• Promote the use of best practices in security, documentation, and ticket management
• Establish and track support metrics and KPIs to measure team performance and drive continuous improvement across all supported companies
• Demonstrate cultural competence and behaviors consistent with the core values, vision, and mission of Metropolitan

Skills, Knowledge and Expertise

Competencies :

Requirements :

Benefits