Help Desk Supervisor: IT Leadership & Service Excellence

Licking County Chamber of Commerce

Newark, Northern (OH, KY)

Hybrid

USD 73,000 - 78,000

Full time

14 days+

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Job summary

Licking County Government is seeking a Help Desk Supervisor to oversee daily IT Helpdesk operations and lead a team of technicians in Newark, OH. You will ensure timely support for end users, manage escalations, and uphold IT security and compliance standards.

Core responsibilities include staff scheduling, training, performance management, and reporting on Helpdesk metrics to IT leadership. This role requires strong customer service and technical leadership.

Qualifications

Associate degree in Information Technology or related field is required with 3+ years IT support/helpdesk experience; at least 1 year in a supervisory/lead role.
Valid driver's license and strong technical leadership.
Experience with Windows, Microsoft 365, Active Directory, networking, VoIP, printers, and endpoint hardware required.

Responsibilities

Oversee daily IT Helpdesk operations and ensure timely, effective end-user support.
supervise Helpdesk staff, manage scheduling, training, mentoring and performance.
Monitor ticketing system to prioritize, track, and resolve requests within SLAs.
Serve as escalation point for complex technical or customer service issues.
Ensure procedures align with IT security/compliance standards and maintain documentation.
Contribute to IT project readiness, training, and communication to end users.