Help Desk Services Lead - IT Operations & Team Growth

Philadelphia Phillies - Business Operations; Philadelphia (Philadelphia County); On-site; USD 85,000 - 105,000; Full time

Job summary

The Philadelphia Phillies are seeking a hands-on Supervisor, Helpdesk Services to lead and grow the Help Desk while delivering reliable end-user support across the organization. This role blends leadership with technical expertise, project execution, and strategic prioritization in a dynamic ballpark environment.

Success requires strong judgment, the ability to decide when escalation is needed, and proactive collaboration with Technology Services for game days, events, and regular operations.

Qualifications

• Bachelor's degree in MIS/CS/IT or related field; relevant experience may substitute.

Responsibilities

• Lead and develop the Help Desk team with coaching, mentoring, and strong customer service.
• Own the day-to-day operation of the Help Desk including ticket queue, workload, priorities and SLAs.
• Serve as a senior technical resource and escalation point for complex issues.
• Make independent decisions considering urgency, impact, and business context.
• Understand the technology environment and priorities to inform decisions and anticipate support needs.
• Identify and implement operational improvements to processes, tools, and delivery.
• Lead projects and initiatives through completion across teams and stakeholders.
• Coordinate staffing for normal operations, game days, Spring Training, and events.
• Oversee lifecycle management of technology assets including procurement and inventory.
• Collaborate with Technology Services to improve IT service management practices.

Skills

Leadership

Coaching

Project management

Communication

Customer service

Adaptability

ITSM familiarity

Education

Bachelor's degree in MIS/CS/IT

Tools

ServiceNow

Jira Service Management

Zendesk

Microsoft Intune

Jamf Pro

VMware Workspace ONE

Job description

The Philadelphia Phillies are seeking a hands-on Supervisor, Helpdesk Services to lead and grow the Help Desk while delivering reliable end-user support across the organization. This role blends leadership with technical expertise, project execution, and strategic prioritization in a dynamic ballpark environment.

Success requires strong judgment, the ability to decide when escalation is needed, and proactive collaboration with Technology Services for game days, events, and regular operations.