IT Helpdesk Supervisor

Job Summary

Leading day-to-day IT support operations, the full-time IT Helpdesk Supervisor will supervise the helpdesk team, manage ticketing workflows, and serve as a hands-on escalation point for complex technical issues while ensuring efficient support for a fully remote workforce.

Key Responsibilities

• Lead day-to-day IT helpdesk operations and supervise support team performance
• Manage and prioritize ticket queues to ensure timely resolution and SLA adherence
• Serve as the escalation point for complex technical issues (Tier 2/3 support)

Required Qualifications

• 3-5+ years of IT support or helpdesk experience
• Experience supporting remote or hybrid work environments
• Strong experience with Google Workspace administration
• Proficiency supporting Windows and macOS environments
• Experience with ticketing systems (e.g., Jira, ServiceNow, Freshservice)