Help Desk Services Lead - Tech Support & Team Growth

Philadelphia Phillies - Business Operations; Philadelphia (Philadelphia County); On-site; USD 65,000 - 90,000; Full time

Job summary

The Philadelphia Phillies are seeking a Supervisor, Helpdesk Services to lead the Help Desk and oversee end-user support. This hands-on leadership role balances team development, operational ownership, technical expertise, and project execution, and requires a self-starter who takes initiative and drives work forward with limited direction.

This position requires strong judgment, the ability to navigate a dynamic environment, prioritize effectively, and escalate issues when necessary.

Qualifications

• Bachelor's degree in MIS/CS/IT or equivalent experience.
• 1–3 years in technical support with supervisory responsibilities.
• Strong leadership, judgment, and problem-solving with initiative.
• Experience coordinating projects and cross-team efforts.
• Excellent written and verbal communication and customer-service focus.
• Ability to manage multiple priorities in a fast-paced environment.
• Understanding of ITSM concepts; ITIL experience preferred.
• Willingness to lift 30–50 pounds and perform physical tasks.
• Bilingual English and Spanish preferred.

Responsibilities

• Lead and develop the Help Desk team, coaching and mentoring staff.
• Own day-to-day operation of the Help Desk including ticket queue, demand, workload, and SLAs.
• Serve as a senior technical resource and escalation point for complex issues.
• Make independent decisions based on urgency, impact, and priorities.
• Understand the technology environment, business operations, and priorities to guide support.
• Identify and implement operational improvements to processes and tools.
• Lead projects and coordinate stakeholders and resources to completion.
• Coordinate staffing and resources for normal operations, game days, events, and special projects.
• Oversee lifecycle management of technology assets and budgeting support.
• Improve IT service-management practices and procedures.
• Participate in after-hours and on-call support as needed.

Skills

Leadership

Coaching

Communication

Problem-solving

Project coordination

ITSM

Bilingual English/Spanish

Prioritization

Customer service

Education

Bachelor's degree in MIS/CS/IT

Tools

ServiceNow

Jira Service Management

Zendesk

Microsoft 365

Google Workspace

Job description

The Philadelphia Phillies are seeking a Supervisor, Helpdesk Services to lead the Help Desk and oversee end-user support. This hands-on leadership role balances team development, operational ownership, technical expertise, and project execution, and requires a self-starter who takes initiative and drives work forward with limited direction.

This position requires strong judgment, the ability to navigate a dynamic environment, prioritize effectively, and escalate issues when necessary.