IT Helpdesk Supervisor – On-Site Leadership & Support

Ingles Markets, Inc.; Black Mountain (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Ingles Markets, Inc. is seeking a Helpdesk Supervisor to oversee day-to-day Helpdesk and deskside support at the corporate office in Black Mountain, NC.

The ideal candidate has 2+ years of IT leadership and 2+ years of IT experience, with strong communication across technical and non-technical teams. This on-site role leads a lean team, ensures incident resolution, and drives training and process improvements.

Qualifications

• Associate degree or equivalent experience required.
• 2+ years of IT experience and 2+ years in IT leadership.
• ITIL or HDI certification is a plus.
• Strong communication with technical and non-technical staff.
• Intermediate to advanced computer skills and software experience.

Responsibilities

• Supervise Helpdesk and deskside support teams daily.
• Schedule staff to ensure coverage.
• Assist personnel with incident resolution.
• Provide training on products and processes.
• Lead meetings with agents to develop professional growth plans.
• Troubleshoot and resolve escalated incidents/cases.
• Conduct monthly performance reviews for accuracy.
• Document calls and solutions in ITSM/CSM and knowledge base.
• Follow up to ensure incidents are resolved.

Skills

IT leadership

IT experience

Communication skills

Mentoring

Computer skills

Education

Associate degree or equivalent experience

Tools

ITSM/CSM platforms

Knowledge management system

Job description

Ingles Markets, Inc. is seeking a Helpdesk Supervisor to oversee day-to-day Helpdesk and deskside support at the corporate office in Black Mountain, NC.

The ideal candidate has 2+ years of IT leadership and 2+ years of IT experience, with strong communication across technical and non-technical teams. This on-site role leads a lean team, ensures incident resolution, and drives training and process improvements.