Lead Help Desk & IT Support Operations

Philadelphia Phillies

Philadelphia (Philadelphia County)

On-site

USD 70,000 - 90,000

Full time

7 days ago

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Job summary

The Philadelphia Phillies seek a Supervisor, Helpdesk Services to lead the Help Desk and oversee end-user support. This hands-on leadership role balances team development, operational ownership, technical expertise, and project execution, with initiative and limited direction.

Success requires strong judgment to navigate a dynamic environment, prioritize effectively, make solid decisions, and know when to escalate.

Qualifications

Bachelor’s degree or equivalent experience in a related field.
1–3 years in technical support with supervisory/lead experience.
Strong leadership, judgment and problem-solving abilities.
Experience leading projects and cross-team coordination.
Excellent written & verbal communication with technical and non-technical audiences.
Knowledge of ITSM concepts; willingness to learn formal ITSM practices.
Bilingual English/Spanish preferred.

Responsibilities

Lead and develop the Help Desk team with coaching and accountability.
Own day-to-day Help Desk operations, ticket queue, priorities, and SLAs.
Serve as senior escalation resource and guide complex issues hands-on.
Exercise independent judgment on urgent issues and escalations.
Understand the tech environment and business priorities to inform decisions.
Identify and implement operational improvements and workflows.
Lead projects and coordinate across teams and stakeholders.
Oversee asset lifecycle, procurement, deployment, and budgeting.
Collaborate with Technology Services on events, game days, and after-hours support.
Contribute to ITSM process enhancements and standardization.