Information Technology Help Desk Supervisor

The IT Help Desk Supervisor leads the service desk specialist team in a hybrid role supporting ticket operations, customer follow-up, account administration oversight, and RingCentral VoIP reporting.

Responsibilities

• Directly supervise the Service Desk Specialist team, including dispatching, mentoring, and day-to-day problem resolution
• Monitor the Specialist queue to support timely task completion
• Participate in 1:1 meetings with Specialist staff, the Analyst Supervisor, and the Service Desk Manager to review progress and address issues
• Report on Specialist SLA breaches and Service Desk metrics
• Collaborate with the Service Desk Manager to set goals for Specialist staff
• Train technicians on tools used in their roles and provide ongoing training on new support services
• Work with the Analyst Supervisor to identify staff candidates suitable for promotion to the Specialist role
• Set task functions for each tier by analyzing skills and aligning with the Analyst Supervisor
• Identify process opportunities and document improvements for the Service Desk
• Ensure staffing coverage meets the needs of each BU
• Support integrations and system cutovers for newly acquired locations
• Provide onsite technical support at a VIP level when needed
• Assist with special projects and pop-up tasks
• Administer the RingCentral VoIP system for the call center, with focus on proper functioning including after-hours coverage
• Provide leadership and support to Service Desk Specialist technicians, including ticket tracking, issue resolution, metric reporting, and addressing team concerns as part of assigned project work
• Own oversight and accountability for team members’ account administration work, ensuring user accounts, permissions, mailbox access, and related requests are completed accurately, securely, and in alignment with IT policies and procedures
• Continuously develop skills and competencies aligned with the company’s core values

Requirements

• Ability to work in a fast-paced environment
• Less than 25% travel required
• Ability to sit for extended periods of time
• Visual acuity
• Ability to lead by example and engage a team
• Ability to lift up to 2–5 lbs
• Strong ability to multi-task and quickly respond and report on assigned tasks, issues, or outages while adapting to changes
• Demonstrated interpersonal skills including telephone skills, communication skills, and active listening
• Ability to analyze complex technical problems, determine root cause, and implement corrective action
• Ability to match resources to technical issues appropriately
• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Demonstrated use of office and project tools, including Windows 10, Office 365, Word, Excel, PowerPoint, Project, Visio, and Outlook
• Hands-on experience with Active Directory, Exchange management, and account administration
• 3+ years of Service Desk experience
• 1+ years minimum of demonstrated team management and leadership skills

Technologies

• RingCentral VoIP system
• Windows 10
• Office 365
• Word
• Excel
• PowerPoint
• Project
• Visio
• Outlook
• Active Directory
• Exchange management

Hybrid Location Requirements

• Hybrid position located at the Indianapolis, IN office
• Qualified candidates must currently reside or be within 75 miles of the Indianapolis, IN area
• Indianapolis, IN 46278 (Preferred)
• Indianapolis, IN 46278 (Required) for ability to commute

Compensation

• $80,000 - $86,000 per year

Experience (Preferred)

• Help Desk Management: 3 years (Preferred)
• Active Directory: 2 years (Preferred)
• Microsoft Office: 2 years (Preferred)