Help Desk Supervisor

JFC Global; Lancaster (Lancaster County); Presencial; USD 70.000 - 90.000; Jornada completa

Descripción de la vacante

JFC Global is seeking a hands-on Help Desk Supervisor to lead daily IT support operations, mentor a support team, and optimize end-user service workflows.

You will oversee queue management, drive operational metrics, and assist with migrating to a new ticketing platform while ensuring efficient incident resolution and high user satisfaction. This role requires hands-on leadership with a working lead approach to support, and proactive process improvements.

Formación

• Leadership experience overseeing a Tier 1/Tier 2 help desk team and managing workloads.
• Experience with IT service management workflows and ticketing system migrations.
• Proven coaching and performance feedback capabilities for team development.

Responsabilidades

• Lead daily Tier 1 and Tier 2 operations, balance workloads, and reduce ticket resolution times.
• Serve as working lead, handle user escalations and provide direct support up to 1–2 hours per day.
• Implement self‑service tools and knowledge bases to streamline routine requests.
• Manage reporting and administration for ticketing and asset management platforms, assisting with configuration and rollout.
• Provide regular coaching, performance feedback, and professional development for team members.

Conocimientos

Leadership

IT service management

Ticketing system migrations

Coaching & development

Herramientas

Microsoft 365

Active Directory

Entra ID

Intune

AutoPilot

Group Policy

Endpoint security

Software deployment tools

Descripción del empleo

Help Desk Supervisor

Role Overview

We are seeking a hands‑on Help Desk Supervisor to lead daily IT support operations, mentor a support team, and optimize end‑user service workflows. In addition to team leadership, you will oversee queue management, drive operational metrics, and assist with migrating to a new ticketing platform.

Core Responsibilities

• Leadership & Queue Management: Supervise daily Tier 1 and Tier 2 operations, ensure balanced workloads, and reduce ticket resolution times.
• Hands‑on Support: Serve as a working lead, handling user escalations and direct support up to 1-2 hours per day
• Process Improvement: Implement employee self‑service tools and knowledge bases to streamline routine incoming support requests.
• Systems & Assets: Manage reporting and administration for ticketing and asset management platforms, assisting with system configuration and rollout.
• Team Development: Provide regular coaching, performance feedback, and professional development for team members.

Requirements & Technical Profile

• Technical Environment: Experience with Microsoft 365, Active Directory, Entra ID, Intune, AutoPilot, Group Policy, endpoint security, and software deployment tools.
• Leadership Style: Proven track record supervising a close‑knit support team with a working‑lead approach to user support.
• Process Focus: Strong background in structured IT service management workflows and ticketing system migrations.

Preferred Qualifications

• Experience configuring or customizing service desk software during an enterprise migration.
• Track record of successfully rolling out end‑user self‑service initiatives.

W2 only. EOE.

Sorry, no sponsorship, C2C, subcontract or 1099