Help Desk Supervisor: Lead IT Support & SLA Excellence

firstPRO US; Boston (MA); On-site; USD 60,000 - 85,000; Full time

Job summary

FirstPRO US is seeking an experienced Help Desk Supervisor to lead the day-to-day operations of a high-performing IT support team. You will oversee staff, ensure timely resolution of issues, and maintain SLAs to deliver an exceptional end-user experience.

The ideal candidate is a hands-on IT support leader with strong troubleshooting skills, excellent communication, and prior experience managing a team in a fast-paced environment. This role is based in Boston, MA.

Qualifications

• 3–5+ years of experience in Help Desk, Service Desk, Desktop Support, or IT support.
• 1–3+ years of experience supervising, leading, or mentoring technical support staff.
• Strong understanding of IT support processes, incident management, and ticket prioritization.

Responsibilities

• Supervise and support the daily operations of the Help Desk team.
• Lead, coach, mentor, and develop Help Desk technicians to improve technical performance and customer service.
• Monitor ticket queues, prioritize incidents, and ensure issues are resolved within established SLAs.
• Serve as an escalation point for complex technical issues and high-priority incidents.

Skills

IT help desk

Team supervision

Customer service

ITIL knowledge

Job description

FirstPRO US is seeking an experienced Help Desk Supervisor to lead the day-to-day operations of a high-performing IT support team. You will oversee staff, ensure timely resolution of issues, and maintain SLAs to deliver an exceptional end-user experience.

The ideal candidate is a hands-on IT support leader with strong troubleshooting skills, excellent communication, and prior experience managing a team in a fast-paced environment. This role is based in Boston, MA.