IT Help Desk Supervisor

RiverWoods; Durham (NH); Hybrid; USD 65,000 - 90,000; Full time

Job summary

RiverWoods is seeking an IT Help Desk Supervisor in Durham, NH. This onsite role (hybrid options) leads the help desk team, ensures timely support, and coordinates with Systems Administrators and vendors to resolve issues.

You will mentor staff, manage ticket flow, develop documentation, and contribute to IT process improvements while supporting multiple communities.

Qualifications

• Associate degree or equivalent education/experience.
• 3+ years of technical IT experience.
• 1+ year in leadership or supervision.
• Experience prioritizing tickets and coordinating escalations.
• Active Directory and Microsoft 365 experience; Aruba switches preferred.
• Excellent communication skills; ability to explain technical issues to both technical and nontechnical audiences.
• Ability to work independently and adapt to changing priorities.

Responsibilities

• Coordinate technician activities supporting computers, applications, networks, and related hardware.
• Assign and prioritize tickets, monitor progress, and coordinate staffing.
• Serve as first escalation point and coordinate resolution with other IT resources.
• Train and coach staff on responsibilities, new technologies, procedures, and customer service.
• Develop and maintain technical documentation and SOPs.
• Prepare operational reports on ticket activity and staffing.

Skills

Leadership

Ticket prioritization

Staff training

IT support

Analytical thinking

Communication

Education

Associates degree in IT or related field

Tools

Active Directory

Microsoft 365

Aruba switches

Job description

Overview

IT Help Desk Supervisor The RiverWoods Group is currently looking for an IT Help Desk Supervisor to join our team! This role will be based out of Durham, NH and will support our communities in Exeter, Manchester, and Durham. This is an onsite position however hybrid options exist for this role; must be able to work out of any location as needed and also must be able to respond to any onsite need quickly if required. The Help Desk Supervisor will be responsible for overseeing the IT Help Desk functions and Help Desk staff to ensure end users are receiving appropriate assistance in an effective and timely manner. This includes the responsibility of managing all procedures related to the resolution of end user service requests, including the monitoring, tracking, and coordination of Help Desk tickets. The Help Desk Supervisor will also contribute to problem resolution by assisting and coaching Help Desk staff when appropriate. The Help Desk Supervisor will also assist the System Administrator in the execution of higher-level support functions. At RiverWoods, you can expect to find a fun, energetic and friendly team of people who enjoy working together and creating excellence for our residents. Our staff, residents and trustees are partners in open communication in the development of our organization. We are a nationally recognized Fit Friendly company and a non-smoking campus. RiverWoods offers many programs that support employees' personal and professional development and provides internal career growth opportunities.

Responsibilities

• Coordinate technician activities supporting computers, business applications, voice and data networks, and related hardware and peripherals.
• Assign and prioritize tickets, monitor progress and backlog, review work for accuracy and timely completion, and coordinate daily staffing coverage within established schedules.
• Serve as the first escalation point for IT Technicians, provide hands‑on assistance with complex issues, and coordinate resolution with Systems Administrators, vendors, and other IT resources.
• Train and coach staff on assigned responsibilities, new technologies, support procedures, communication, and customer service.
• Provide regular feedback, and recommend development opportunities to the Director of IT.
• Develop and maintain technical documentation, knowledge base articles, and standard operating procedures consistent with established IT standards.
• Identify process improvement opportunities, recurring support issues, and end‑user training needs; recommend improvements and implement approved changes.
• Assist Systems Administrators with designated tasks and provide backup for specifically assigned responsibilities during absences; within established training, procedures, and access permissions.
• Coordinate Help Desk assignments for projects initiated by IT Project Managers or the Director of IT, and communicate progress, dependencies, and resource concerns.
• Prepare operational reports on ticket activity, service results, recurring issues, and staffing concerns, with recommendations for service or technology improvements.
• Coordinate the daily work of support vendors and subcontractors, verify completion of assigned contractual work, and report performance concerns to the Director of IT.
• Monitor computer supplies and equipment inventory, track purchases within approved limits, and recommend replenishment or replacement needs.
• Participate in the IT on‑call rotation with IT Technicians and provide after‑hours and weekend support for identified mission‑critical systems.
• Develop skills in service measurement, staffing plans, budget monitoring, and vendor performance management to prepare for broader Help Desk leadership responsibilities.
• Perform other duties as assigned.

Qualifications

• Associate degree in information technology or a related field, or an equivalent combination of education and relevant experience.
• At least three years of relevant technical experience supporting computing devices, business applications, voice and data networks, and Microsoft systems.
• At least one year of experience leading, mentoring, or supervising staff. Leadership experience may overlap with the required technical experience.
• Experience prioritizing support tickets, coordinating escalations, training staff, and developing technical documentation.
• Experience with Active Directory, Microsoft 365, and Aruba switches is preferred but not required.
• Excellent oral and written communication skills, including the ability to explain technical issues clearly to technical and nontechnical audiences.
• Strong analytical and problem‑solving skills, with the ability to prioritize work, meet deadlines, and exercise sound judgment.
• Ability to work independently and collaboratively, learn new technologies, and adapt to changing priorities.
• Ability to remain calm and professional when addressing urgent issues, competing demands, and stressful situations.

RiverWoods Group: Northern New England’s Largest Family of CCRCs

Three Communities, One Philosophy: Providing Community and Peace of Mind

Since 1994, every day we honor our founding premise: we are here to make things better. Everyone who works here, who serves on our board, who comes to live at one of our communities is connected to this concept. We are about making things better for people, every day. We believe that growing older should enhance, not diminish, the opportunity for a productive and rewarding life.

Each member of our team plays a critical role in achieving our mission: to create community and provide peace of mind to our residents. At RiverWoods, you will have the opportunity to work in a bright, attractive and vibrant community and enjoy a thriving long‑term career.

If you’re looking for work that has meaning, purpose, and a future – then RiverWoods is for you.