Job Description

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Position Summary
The Help Desk Supervisor is responsible for overseeing the daily operations of the IT Help Desk team, ensuring efficient and effective technical support for end users across all company locations. This role combines tactical leadership with hands-on problem-solving, focusing on ticket resolution, team performance, and continuous process improvement. The supervisor will serve as an escalation point for complex issues, enforce service standards, and collaborate with other IT functions to maintain a secure and reliable technology environment.
Position Essential Duties and Responsibilities

• Supervise and coordinate Help Desk team activities to ensure timely resolution of technical issues across multiple sites.
• Monitor ticket queues, prioritize requests, and enforce Service Level Agreements (SLAs).
• Act as an escalation point for complex or critical incidents.
• Train, mentor, and evaluate Help Desk staff; manage scheduling and workload distribution.
• Develop and maintain Help Desk procedures, documentation, and knowledge base.
• Prepare and present performance reports, identifying trends and recommending improvements.
• Ensure compliance with IT policies, security standards, and best practices.
• Assist with open tickets by self-assigning complex or sensitive issues.
• Support Windows deployment projects and maintain working knowledge of Microsoft Azure and Intune for device management and cloud integration.
• Manage mobile device administration using MDM tools such as MobileIron or Intune.
• Work closely with Infrastructure, Network, and Application teams to resolve systemic issues and implement new technologies.
• Coordinate IT support for production facilities, warehouses, and corporate offices to minimize downtime and maintain operational continuity.
• Ensure IT systems and processes comply with food industry regulations (e.g., FDA, USDA) and cybersecurity standards.
• Support technology requirements for cold storage monitoring, ERP systems, and plant automation tools.
• Oversee Help Desk operations for all locations, ensuring consistent service delivery and remote support capabilities.
• Implement and maintain remote troubleshooting protocols and access for distributed teams.

Position Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field and 4+ years of experience in IT support or Help Desk roles, with at least 2 years in a supervisory capacity OR an equivalent combination of experience and education.
• Strong knowledge of Help Desk software and ticketing systems (preferably ServiceNow) and ITIL practices is required.
• Excellent leadership, communication, and problem-solving skills.
• Preferred Certifications

• CompTIA A+ - Hardware and software troubleshooting fundamentals
• Microsoft Certified: Azure Fundamentals - Cloud concepts and Microsoft Azure services
• ITIL Foundation - Service management best practices
• Range of pay $78,000 - $95,000 per year. Plus, annual bonus.
• #INDONT

Skills Required