Help Desk Supervisor

The Help Desk Supervisor oversees day-to-day user support activities by coordinating technical assistance, troubleshooting requests, and guiding users through hardware, software, and system-related issues. The role combines responsive customer support with accurate documentation and escalation of complex problems.

Responsibilities

• Handle help desk requests via email, phone, chat, and the organization’s support system.
• Provide troubleshooting for basic computer, software, login, and connectivity issues.
• Support users with account access, password resets, and software application usage.
• Record support activity, including requests, solutions, and follow-up actions, in the ticketing system.
• Escalate more complex technical issues to the appropriate IT personnel.
• Deliver clear, step-by-step instructions and guidance to users encountering technical difficulties.
• Monitor unresolved tickets and follow up to support timely resolution.
• Maintain confidentiality and follow established data security procedures.

Requirements

• Strong written and verbal communication skills.
• Basic knowledge of computers, operating systems, software applications, and internet connectivity.
• Demonstrated problem-solving, organizational, and time-management skills.
• Ability to manage multiple requests professionally.
• Customer service or technical support experience is an advantage.
• Ability to work independently and collaborate with a team.

Technologies

• Help desk ticketing systems
• Microsoft 365
• Google Workspace
• Remote support tools

Work Location

Onsite in Bethlehem, PA.

Work Environment

In this role, the Help Desk Supervisor provides timely, professional, and solution-oriented technical assistance that supports day-to-day operations. The position also focuses on accurate recordkeeping and responsible handling of confidential information while helping users resolve issues efficiently.