IT Help Desk Supervisor

Advantage Technical; Southwick (MA); On-site; USD 66,000 - 72,000; Full time

Benefits offered by this job

Medical, dental, vision

Retirement plans

Paid holidays/time off

Supplemental insurance

Wellness programs

Job summary

Advantage Technical seeks an IT Help Desk Supervisor to lead a frontline support team onsite in Springfield, MA. Manage daily Tier 1/2 activities, ensure timely resolutions, and mentor technicians to improve service levels.

Requires 3-5+ years in help desk with 1-2+ years in a lead role, experience with ticketing systems (ServiceNow, Ivanti, Freshservice), and knowledge of AD/O365. ITIL a plus. 12-month contract; $48-52/hour W2.

Qualifications

• 3-5+ years in help desk/desktop support with 1-2+ years in a lead role.
• Strong working knowledge of ticketing systems (ServiceNow, Ivanti, Freshservice).
• Familiarity with Active Directory, O365, and basic networking troubleshooting.
• Excellent communication and people-management skills.
• ITIL Foundation certification is a plus.
• Must be able to work onsite daily in Springfield, MA.

Responsibilities

• Supervise day-to-day activities of Tier 1/2 help desk staff, including ticket queue management.
• Monitor call/ticket volume and staffing coverage; adjust schedules to maintain service levels.
• Coach, train, and evaluate help desk technicians; conduct 1:1s and performance reviews.
• Serve as escalation point for complex or high-priority incidents.
• Track and report KPIs (FCR, AHT, backlog, CSAT).
• Ensure proper documentation of incidents and knowledge base articles.
• Coordinate with IT infra, network, and desktop support on recurring issues.
• Support onboarding/offboarding processes (hardware, account provisioning).
• Enforce ITIL-aligned processes (incident, problem, change).

Skills

Lead/mentor team

Ticketing systems

Communication

Education

ITIL Foundation (cert)

Tools

ServiceNow

Ivanti

Freshservice

Job description

IT Help Desk Supervisor

Location: Springfield, MA (100% Onsite, Daily)

Duration: 12 months+ contract

Rate: $48-52 an hour W2

Description

Overview: Seeking a Help Desk Supervisor to lead the daily operations of a frontline IT support team, ensuring timely, high-quality resolution of end-user technical issues while mentoring and managing a team of help desk technicians.

Key Responsibilities

• Supervise day-to-day activities of Tier 1/2 help desk staff, including ticket queue management, escalations, and SLA adherence
• Monitor call/ticket volume and staffing coverage; adjust schedules to maintain service levels
• Coach, train, and evaluate help desk technicians; conduct 1:1s and performance reviews
• Serve as escalation point for complex or high-priority incidents
• Track and report KPIs (first-call resolution, average handle time, ticket backlog, customer satisfaction)
• Ensure proper documentation of incidents and knowledge base articles
• Coordinate with IT infrastructure, network, and desktop support teams on recurring issues
• Support onboarding/offboarding processes (hardware, account provisioning)
• Enforce ITIL-aligned processes (incident, problem, change management)

Requirements

• 3-5+ years of help desk/desktop support experience, with 1-2+ years in a lead or supervisory role
• Strong working knowledge of ticketing systems (ServiceNow, Ivanti, Freshservice, etc.)
• Familiarity with Active Directory, O365, basic networking troubleshooting
• Excellent communication and people-management skills
• ITIL Foundation certification a plus
• Must be able to work onsite daily in Springfield, MA

Benefits

• medical, dental, and vision coverage
• retirement and savings plans
• paid holidays and time off
• supplemental insurance
• additional wellness or incentive programs

About Us

Advantage Technical connects top- talent in technology, engineering, and technical fields with forward-looking companies.

Advantage Technical is an equal opportunity employer. All applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other legally protected status. Advantage Technical offers reasonable accommodations for qualified individuals with disabilities; contact your local branch for inquiries. Advantage Technical is an E-Verify employer. See our Privacy Notice for Candidates and Employees/Contractors at https://smgroupna.com/privacy-notice-for-candidates-and-employees-contractors. By applying, you consent to receive AI-generated and non-AI-generated calls, texts, or emails from Staffmark Group, its affiliates, and partners. Frequency varies and message/data rates may apply. Reply STOP to cancel or HELP for help.