Help Desk Supervisor — Lead & Optimize IT Support

JFC Global; Lancaster (Lancaster County); On-site; USD 70,000 - 90,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

IT service management

Ticketing system migrations

Coaching & development

Tools

Microsoft 365

Active Directory

Entra ID

Intune

AutoPilot

Group Policy

Endpoint security

Software deployment tools

Job description

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.