IT Help Desk Supervisor — Onsite Lead & SLA Excellence

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

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.