IT Help Desk - Supervisor

lnkintl; Hauppauge (NY); On-site; USD 60,000 - 85,000; Full time

Job summary

LNK International is seeking a knowledgeable Help Desk Supervisor to oversee daily operations and ensure prompt, professional support for all end users. This role combines supervisory duties with hands-on ticket handling and direct contributions to ticket workload.

The position requires strong technical knowledge of computer systems, software, networking, and support tools, with experience in Windows 10/11, M365, Azure, and AV technologies.

Qualifications

• Experience as Help Desk Supervisor or Senior Technician.
• Strong knowledge of computer systems, software, networking, and support tools.
• Proficiency with Windows 10/11, M365, Azure, Active Directory, and AV technologies.
• Ability to perform daily hands-on help desk support tasks.

Responsibilities

• Supervise day-to-day Help Desk operations and support request workflows.
• Provide leadership, coaching, and technical guidance to help desk technicians and build a strong working team with a customer-focused attitude.
• Ensure timely and effective resolution of end-user issues.
• Actively work on help desk tickets, including troubleshooting, resolving, and documenting technical issues.
• Perform hands-on technical tasks such as account provisioning, system troubleshooting, and hardware/software support.
• Monitor performance metrics and prepare operational reports.
• Respond to escalated issues and ensure proper resolution.
• Maintain service standards, escalation procedures, and technical documentation.
• Identify process improvements and contribute to support optimization.
• Coordinate technician training and development.
• Oversee help sheets, usage guides, and FAQ materials.
• Research new technologies and make recommendations to support Help Desk operations.

Skills

Help Desk Leadership

Windows 10/11

M365

Azure

Active Directory

Ticketing systems

Remote support

Customer service

Networking basics

Troubleshooting

Education

Associate degree or CompTIA A+ certification with 2+ years of experience

Tools

Remote support tools

AV technologies

Job description

IT Help Desk Supervisor

LNK International is seeking a knowledgeable and customer-focused Help Desk Supervisor to oversee daily operations of the Help Desk and ensure prompt, professional support for all end users. This role is responsible for supervising help desk staff, managing workload distribution, improving support processes, and maintaining high customer service standards. In addition to supervisory responsibilities, the Help Desk Supervisor is expected to actively participate in daily ticket handling, providing hands-on technical support and contributing directly to help desk workload as needed.

Responsibilities

• Supervise day-to-day Help Desk operations and support request workflows.
• Provide leadership, coaching, and technical guidance to help desk technicians and build a strong working team with a customer-focused attitude.
• Ensure timely and effective resolution of end-user issues.
• Actively work on help desk tickets, including troubleshooting, resolving, and documenting technical issues.
• Perform hands-on technical tasks such as account provisioning, system troubleshooting, and hardware/software support.
• Monitor performance metrics and prepare operational reports.
• Respond to escalated issues and ensure proper resolution.
• Maintain service standards, escalation procedures, and technical documentation.
• Identify process improvements and contribute to support optimization.
• Coordinate technician training and development.
• Oversee help sheets, usage guides, and FAQ materials.
• Research new technologies and make recommendations to support Help Desk operations.

Position Requirements

• Proven experience as a Help Desk Supervisor or Senior Technician.
• Strong technical knowledge of computer systems, software, networking, and support tools.
• Experience with Windows 10/11, M365, Azure, Active Directory, and AV technologies.
• Proficiency with help desk ticketing systems and remote support tools.
• Ability and willingness to perform daily hands-on help desk support tasks.
• Excellent troubleshooting, communication, and customer service skills.
• Demonstrated leadership and team development abilities.
• Strong analytical and problem-solving skills.
• Ability to prioritize effectively in a fast-paced environment.

Education

• Associate degree or CompTIA A+ certification with 2+ years of experience, or 4+ years of equivalent experience.

The salary listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as permitted by law.

LNK provides equal employment opportunities to all applicants and prohibits discrimination of any type on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws.