IT Help Desk Lead & Service Excellence Driver

Summit Companies; Mendota Heights (MN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid Vacation and Holidays

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan with Company Match

Flexible Spending Accounts

Long-Term Disability – Employer Paid

Short-Term Disability – Employer Paid

Employee Assistance Program

Job summary

Summit Companies is seeking a Help Desk Supervisor to oversee daily operations of the help desk team, ensuring efficient IT support for end-users. You will supervise, train, and mentor technicians, manage workflows, and monitor SLAs to drive timely resolutions and customer satisfaction.

The role requires a Bachelor’s degree in IT/CS or related field, plus ITIL knowledge and strong English communication. Expect office-based work with occasional travel per policy.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field required or equivalent work experience.
• ITIL Certification preferred.
• Detailed knowledge of computer hardware systems, sales support software systems, ticketing systems and calling software.
• Able to define and identify conflict styles, causes, and methods for handling conflict.

Responsibilities

• Ensure that technology used by employees functions efficiently and effectively.
• Lead a team of technicians, coordinate system updates, resolve technical issues, and manage inventory and licenses.
• Supervising and supporting help desk team in troubleshooting and resolving technical problems.
• Training team members on tools, processes, and customer service techniques.
• Managing ticketing systems to track, prioritize, and resolve user requests.
• Analyzing performance data to identify trends and improve service delivery.
• Ensuring compliance with organizational policies and IT standards.
• Plan, organize and administer the daily operations of the Help Desk Team.
• Administer the Help Desk ticketing software.
• Instruct, answer questions, delegate and review the work of the Help Desk Team.
• Develop, update, recommend improvements and coordinate the section’s systems and procedures.
• Develop, recommend, and coordinate Help Desk staff training and procedure updates.
• Act as a main Help Desk liaison to the IT department and initiate escalation procedures.
• Communicate and maintain good rapport with colleagues and stakeholders.
• Discuss progress, issues, problems, and successes with management.
• Maintain a positive and professional work environment.
• Maintain discipline and assist in performance decisions.
• Handle calls escalated by the Help Desk Support Team.
• Maintain knowledge of programs and loading procedures to support staff.
• Other duties may be assigned.

Skills

English communication

Conflict resolution

Education

Bachelor’s degree in IT/CS or related field

ITIL Certification

Tools

Accounting software

ERP systems

Microsoft Office

Job description

Summit Companies is seeking a Help Desk Supervisor to oversee daily operations of the help desk team, ensuring efficient IT support for end-users. You will supervise, train, and mentor technicians, manage workflows, and monitor SLAs to drive timely resolutions and customer satisfaction.

The role requires a Bachelor’s degree in IT/CS or related field, plus ITIL knowledge and strong English communication. Expect office-based work with occasional travel per policy.