IT Help Desk Supervisor

Integra; Plano (TX); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive healthcare

Life & disability insurance

Flexible benefits options

Paid time off

Job summary

Integra in North Dallas is seeking a highly technical Help Desk Supervisor to lead our IT support team and ensure efficient resolution of user issues across all support levels. This on-site role will oversee daily operations, manage the ticketing system, and mentor a team handling 1st, 2nd, and 3rd line support.

You will develop SLAs, track performance metrics, coordinate with network and infrastructure teams, and participate in system upgrades.

Qualifications

• 5+ years IT support experience, including supervisory/leadership role.
• Experience troubleshooting hardware, software, and networks in Windows and Mac environments.
• Experience managing 1st, 2nd, and 3rd line support operations.
• Strong understanding of ITIL processes and best practices.
• Excellent leadership, communication, and organizational skills.

Responsibilities

• Supervise the daily operations of the help desk team, ensuring timely and effective resolution of support requests.
• Manage and optimize the ticketing system, ensuring accurate tracking, prioritization, and escalation of issues.
• Provide technical guidance and hands-on support for 1st, 2nd, and 3rd level incidents and service requests.
• Develop and implement help desk procedures, service level agreements (SLAs), and performance metrics.
• Monitor system performance and ticket trends to identify recurring issues and recommend long-term solutions.
• Collaborate with network, infrastructure, and application teams to resolve escalated issues.
• Train and mentor help desk staff to improve technical skills and customer service.
• Ensure consistent communication and documentation throughout the incident lifecycle.
• Participate in system upgrades, deployments, and other IT projects as needed.

Skills

Leadership

Troubleshooting

Communication

Organizational skills

Education

Associate or Bachelor's degree in IT/CS or related field

Tools

ConnectWise PSA

ServiceNow

Jira

Zendesk

Job description

Location: DFW
Department: DEPADM

The Opportunity

We’re seeking a highly technical Help Desk Supervisor to lead our IT support team and ensure efficient resolution of user issues across all support levels. This role will oversee daily operations of the help desk, manage the ticketing system, and provide hands‑on support for complex technical issues. The ideal candidate will have strong troubleshooting skills, leadership experience, and the ability to coordinate and mentor a team handling 1st, 2nd, and 3rd level support. This position is fully on‑site at our current North Dallas office and will be moving to West Plano by the end of the year.

What you will do?

• Supervise the daily operations of the help desk team, ensuring timely and effective resolution of support requests.
• Manage and optimize the ticketing system, ensuring accurate tracking, prioritization, and escalation of issues.
• Provide technical guidance and hands‑on support for 1st, 2nd, and 3rd level incidents and service requests.
• Develop and implement help desk procedures, service level agreements (SLAs), and performance metrics.
• Monitor system performance and ticket trends to identify recurring issues and recommend long‑term solutions.
• Collaborate with network, infrastructure, and application teams to resolve escalated issues.
• Train and mentor help desk staff to improve technical skills and customer service.
• Ensure consistent communication and documentation throughout the incident lifecycle.
• Participate in system upgrades, deployments, and other IT projects as needed.

Required Qualifications

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of IT support experience, including at least 2 years in a supervisory or lead role.
• Strong knowledge of ticketing systems (e.g., ConnectWise PSA, ServiceNow, Jira, Zendesk, or similar).
• Proven ability to troubleshoot hardware, software, and network issues across Windows and/or Mac environments.
• Experience managing 1st, 2nd, and 3rd level support operations.
• Strong understanding of ITIL processes and best practices.
• Excellent leadership, communication, and organizational skills.

Preferred Qualifications

• Industry certifications such as CompTIA A+, Network+, or ITIL Foundation preferred.

How We Support You

We believe your best work happens when you feel supported - professionally, personally, and financially. That’s why we offer a range of benefits designed to help you thrive, stay healthy, and plan for the future.

• Performance-driven rewards – Competitive pay with incentive opportunities that recognize your results and contributions.
• Comprehensive healthcare – Medical, dental, and vision coverage that supports you and your family’s total well‑being.
• Security and peace of mind – Life and disability insurance programs that provide protection when it matters most.
• Flexible benefits options – A variety of voluntary benefits so you can personalize coverage to fit your needs.
• Time to recharge – Generous paid time off to relax, travel, and maintain a healthy work‑life balance.
• Investing in your growth – Education assistance and tuition support to help you build skills and advance your career.
• Planning for the future – Retirement and savings programs that help you achieve long‑term financial confidence.

Come build with us

At Integra, we’re driven by a vision to transform the data center industry. We specialize in delivering optimized turnkey solutions that bring together speed, quality, and reliability - helping our clients build and operate the mission‑critical infrastructure that powers today’s digital world. Integra is a vertically integrated company - owning and managing every phase of the process from site selection and design to manufacturing, procurement, commissioning, and warranty. This approach allows us to move faster, solve challenges more efficiently, and deliver exceptional outcomes for our partners.

What truly sets Integra apart is our people. We are a team of problem‑solvers, engineers, builders, and operators who thrive on tackling complex challenges and delivering results. Our culture values collaboration, accountability, and continuous improvement - because in a rapidly evolving digital landscape, excellence and adaptability matter.

Joining Integra means being part of a company that is shaping the future of data center infrastructure. If you’re passionate about innovation, impact, and building systems the world depends on, you’ll find the opportunity to grow and make a difference here.

Equal Opportunity Statement

Integra provides equal employment opportunities for all people. No employee or applicant for employment will be discriminated against because of race, creed, origin, marital status, sexual orientation, age, otherwise qualified disabled or veteran status or any other characteristic protected by law. If you are a qualified applicant who requires reasonable accommodation to complete a job application, pre‑employment testing, a job interview or to otherwise participate in the hiring process, please contact [e-mail]