Help Desk Supervisor

Versique; Mendota Heights (MN); On-site; USD 120,000 - 130,000; Full time

Benefits offered by this job

Healthcare

Dental

Vision

401k Match

PTO

Job summary

Versique is seeking a hands-on Help Desk Supervisor to lead daily IT support operations in Saint Paul, Minnesota. You will supervise a team of technicians, manage service delivery, and drive improvements in performance, SLAs, and end-user satisfaction.

You will partner with IT leadership to ensure smooth operations, implement processes, and foster a customer-first culture across on-site and remote staff.

Qualifications

• Bachelor's degree or equivalent experience in IT or related field.

Responsibilities

• Lead, mentor, and develop a team of help desk technicians with coaching and feedback.

Skills

Team leadership

Customer service

Communication

Troubleshooting

Cross-functional collaboration

ITIL knowledge

Education

Bachelor's degree in IT/CS

Tools

IT ticketing system

Microsoft Office

Job description

We are seeking a hands-on Help Desk Supervisor to lead daily IT support operations and ensure employees receive timely, effective technical assistance. This individual will oversee a team of help desk technicians, manage service delivery, and drive improvements in processes, performance, and end-user satisfaction.

The ideal candidate brings a combination of technical expertise, people leadership, and a customer-first mindset. This role offers the opportunity to develop a high-performing support team, improve IT service delivery, and collaborate across the organization to ensure technology supports business operations.

Location: On-site in St. Paul, MN

Salary Range: $120,000 - $130,000 DOE

• Healthcare
• Dental
• Vision
• 401k Match
• PTO

Role & Responsibilities:

• Lead, mentor, and develop a team of help desk technicians, providing ongoing coaching, training, and performance feedback.
• Oversee daily help desk operations, ensuring timely resolution of technical issues and a positive end-user experience.
• Manage and administer the IT ticketing system, including ticket prioritization, assignment, escalation, and resolution.
• Monitor service level agreements (SLAs), team performance metrics, and support trends to identify opportunities for improvement.
• Provide hands-on technical support and manage escalated issues involving hardware, software, applications, and peripherals.
• Coordinate with other IT teams to troubleshoot complex technical challenges and ensure appropriate issue escalation.
• Oversee hardware and software inventory, licensing administration, system updates, and device configuration processes.
• Develop, document, and maintain help desk procedures, support standards, and technical training materials.
• Ensure compliance with organizational IT policies, security standards, and established best practices.
• Foster a collaborative, accountable, and service-oriented team environment.
• Communicate regularly with IT leadership regarding team performance, operational challenges, and opportunities to improve service delivery.
• Support employees across multiple locations, including office-based and remote personnel.

Required Skills & Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• Experience in IT help desk, service desk, or end-user support environments, including responsibility for leading, mentoring, or supervising technical support personnel.
• Strong working knowledge of computer hardware, operating systems, business applications, peripherals, and troubleshooting methodologies.
• Experience administering IT ticketing systems, managing support workflows, and tracking service performance metrics.
• Familiarity with IT service management practices, including incident management, escalation procedures, and service level agreements.
• Experience supporting software installations, device configurations, system updates, and hardware/software inventory management.
• Proficiency with Microsoft Office applications and experience supporting enterprise business systems.
• Strong communication, problem-solving, and customer service skills, with the ability to work effectively across technical and nontechnical teams.
• Demonstrated ability to prioritize competing requests, resolve conflicts, and maintain service quality in a fast-paced environment.
• ITIL certification preferred.
• Ability to travel occasionally, up to 20%.

Versique is an equal‑opportunity employer committed to creating a diverse workforce. We consider all qualified applicants regardless of race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status.