IT Helpdesk Supervisor

Randstad Digital Americas; Irvine (CA); On-site; USD 115,000 - 120,000; Full time

Benefits offered by this job

Medical

Dental

Vision

AD&D

Life insurance offerings

Short-term disability

401K plan (all benefits are based on)

Job summary

Randstad Digital Americas in Irvine, CA is seeking an experienced IT leader to manage daily service desk operations and provide Tier 2/3 escalation support while administering cloud and core business applications.

Reporting to the CIO, this working-lead role supervises workflows, mentors staff, and partners on infrastructure projects, security, and IT roadmaps. A Bachelor's in IT/CS and 4+ years of support with Microsoft 365/Azure is required.

Qualifications

• 4+ years in IT service desk or helpdesk with supervisory exposure.
• Strong Microsoft 365 and Azure/Entra ID administration.
• Experience with Windows environments and basic networking (DNS, DHCP, VPN).
• Proven ability to deliver professional, patient support to employees.
• Career ambition to grow into senior IT management under executive mentorship.
• Bachelor's degree in IT/CS or equivalent practical experience.

Responsibilities

• Supervise daily helpdesk queue activity, prioritize tickets, enforce SLAs, and act as escalation point.
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive.
• Manage identity lifecycle and MFA within Microsoft Azure and Entra ID.
• Support core insurance platforms (AMS360, ImageRight, BenefitPoint) for operations.
• Build, image, deploy, and maintain corporate laptops and desktops.
• Create runbooks, self-service guides, and onboarding materials.
• Coordinate tech support for conference rooms, meetings, and office hardware.
• Collaborate with the CIO on infrastructure projects and IT roadmaps.

Skills

IT leadership

End-user support

Mentorship

Vendor coordination

Escalation handling

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Microsoft 365

Azure / Entra ID

Endpoint management

Job description

Job Summary

Reporting directly to the Chief Information Officer, this working-lead role manages daily service desk workflows, delivers Tier 2 and Tier 3 technical escalation support, and administers cloud, endpoint, and core business applications.

Reporting directly to the Chief Information Officer, this working-lead role manages daily service desk workflows, delivers Tier 2 and Tier 3 technical escalation support, and administers cloud, endpoint, and core business applications.

location: Irvine, California

job type: Permanent

salary: $115,000 - 120,000 per year

work hours: 8am to 5pm

education: Bachelors

Responsibilities

• Supervise daily helpdesk queue activity, prioritize incoming tickets, enforce service level standards, and serve as the primary escalation point for unresolved issues.
• Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
• Manage identity lifecycle, user provisioning, access changes, Single Sign-On, and MFA within Microsoft Azure and Entra ID.
• Provide operational support, user configuration, and vendor troubleshooting for core insurance platforms, including AMS360, ImageRight, and BenefitPoint.
• Build, image, configure, deploy, and maintain corporate laptops, desktop workstations, monitors, and peripherals.
• Create standardized troubleshooting guides, technician runbooks, user self-service documentation, and new-hire onboarding guides.
• Coordinate technology support for conference rooms, virtual meetings, telecommunications, and office hardware setups.
• Collaborate closely with the CIO on infrastructure projects, security compliance, technology roadmaps, and IT department initiatives.

Qualifications

• 4+ years of hands-on experience in IT service desk, desktop support, or technical helpdesk environments, including 1-2 years in a team lead, supervisory, or senior escalation capacity.
• Demonstrated administrative proficiency across the Microsoft 365 platform and Microsoft Azure / Entra ID.
• Solid understanding of endpoint management tools, Windows environments, and foundational networking concepts like DNS, DHCP, and VPNs.
• Proven track record delivering responsive, professional, and patient technical support to employees at all organizational levels.
• Career ambition to grow into senior IT management under direct executive mentorship.
• Bachelor's degree in Information Technology, Computer Science, or equivalent practical experience.
• Prior technical support experience within an insurance brokerage or financial services firm.
• Practical familiarity supporting Vertafore AMS360, ImageRight, or BenefitPoint.
• Relevant industry certifications such as Microsoft 365 Certified, Azure Fundamentals, or CompTIA (A+, Network+, Security+).

Skills

Tier 3,business applications,networking concepts,DNS,DHCP,IT leadership,IT management,Information Technology,Computer Science,Microsoft Azure,Azure,Microsoft 365 services,SharePoint,Microsoft 365,Single Sign-On,user provisioning,VPNs,Coordinate,ambition,administrative,AMS360,brokerage,commercial insurance,CompTIA,desktop support,endpoint management,onboarding,conference,IT Helpdesk,helpdesk,infrastructure,troubleshooting guides,insurance brokerage,financial services,mentorship,Microsoft 365 Certified,operational support,security,supervisory,technical support,technology roadmaps,telecommunications,service desk,Windows environments,workflows

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [e-mail].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including:

• medical
• prescription
• dental
• vision
• AD&D
• life insurance offerings
• short-term disability
• 401K plan (all benefits are based on eligibility)

This posting is open for thirty (30) days.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.