Second-Shift IT Helpdesk Operations Lead

Jobtailor; Louisiana (MO); On-site; USD 65,000 - 90,000; Full time

Job summary

Jobtailor is seeking a hands-on Helpdesk Support Services Supervisor to lead the second-shift Tier 1/2 team and Batch Operations. You will guide staff, participate in tickets, and ensure high-quality support aligned with SLAs.

You will monitor performance, drive process improvements, coordinate off-hours coverage, and develop plans to enhance customer satisfaction and efficiency across the enterprise IT environment.

Qualifications

• Three+ years of leadership experience in a helpdesk or IT operations role.
• Five+ years hands-on experience as a helpdesk technician with enterprise IT systems.
• A+ certification and preferably Microsoft certified; experience with ServiceNow and SCCM is valued.

Responsibilities

• Supervise second-shift Tier 1/2 Helpdesk and Batch Operations.
• Coordinate off-hour support and ensure high-quality customer-focused services.
• Lead group activities, provide direction, and communicate effectively with staff.
• Participate hands-on in tickets, issues, and customer interactions to guide the team.
• Monitor SLA metrics and helpdesk queue performance to meet targets.
• Develop and implement process improvements and customer experience initiatives.
• Prepare annual performance reports for the Support Services group.
• Meet with user-department representatives to identify needs and coordinate activities.

Skills

Leadership Experience

Helpdesk Technician Experience

Customer Service

Problem Solving

Communication Skills

Teamwork

Time Management

Organizational Skills

Staff Coaching

Documentation

Crisis Management

Education

Bachelor's degree preferred

A+ Certification

Microsoft Certified

Tools

ServiceNow

SCCM

Microsoft Office 365

Windows 10

Active Directory

Remote Software Deployment

Job description

Jobtailor is seeking a hands-on Helpdesk Support Services Supervisor to lead the second-shift Tier 1/2 team and Batch Operations. You will guide staff, participate in tickets, and ensure high-quality support aligned with SLAs.

You will monitor performance, drive process improvements, coordinate off-hours coverage, and develop plans to enhance customer satisfaction and efficiency across the enterprise IT environment.