IT Help Desk Supervisor

The RiverWoods Durham team is seeking an IT Help Desk Supervisor to lead help desk operations and ensure end users receive dependable, timely support. This role manages Help Desk staff and coordinates ticket resolution, while also stepping in for complex escalations and partnering with Systems Administration for higher-level work.

This position is based in the Durham, NH area with support responsibilities across Exeter, Manchester, and Durham. Although onsite is required, hybrid options exist, and you must be able to work from any supported location and respond on short notice when onsite needs arise.

Key Responsibilities

• Coordinate technician activities supporting computers, business applications, voice and data networks, and related hardware and peripherals.
• Assign and prioritize tickets, monitor progress and backlog, review work for accuracy and timely completion, and coordinate daily staffing coverage within established schedules.
• Act as the first escalation point for IT Technicians, provide hands-on assistance for complex issues, and coordinate resolution with Systems Administrators, vendors, and other IT resources.
• Train and coach staff on assigned responsibilities, new technologies, support procedures, communication, and customer service.
• Provide regular feedback and recommend development opportunities to the Director of IT.
• Develop and maintain technical documentation, knowledge base articles, and standard operating procedures aligned with established IT standards.
• Identify process improvement opportunities, recurring support issues, and end-user training needs; recommend improvements and implement approved changes.
• Assist Systems Administrators with designated tasks and provide backup for specifically assigned responsibilities during absences, within established training, procedures, and access permissions.
• Coordinate Help Desk assignments for projects initiated by IT Project Managers or the Director of IT, communicating progress, dependencies, and resource concerns.
• Prepare operational reports covering ticket activity, service results, recurring issues, and staffing concerns, including recommendations for service or technology improvements.
• Coordinate daily work for support vendors and subcontractors, verify completion of assigned contractual work, and report performance concerns to the Director of IT.
• Monitor computer supplies and equipment inventory, track purchases within approved limits, and recommend replenishment or replacement needs.
• Participate in the IT on-call rotation with IT Technicians, providing after-hours and weekend support for identified mission-critical systems.
• Develop skills in service measurement, staffing plans, budget monitoring, and vendor performance management to support broader Help Desk leadership responsibilities.
• Perform other duties as assigned.

Requirements

• Associate degree in information technology or a related field, or an equivalent combination of education and relevant experience.
• At least three years of relevant technical experience supporting computing devices, business applications, voice and data networks, and Microsoft systems.
• At least one year of experience leading, mentoring, or supervising staff.
• Experience prioritizing support tickets, coordinating escalations, training staff, and developing technical documentation.
• Experience with Active Directory, Microsoft 365, and Aruba switches is preferred but not required.
• Excellent oral and written communication skills, including the ability to explain technical issues clearly to technical and nontechnical audiences.
• Strong analytical and problem-solving skills, including prioritization, deadline management, and sound judgment.
• Ability to work independently and collaboratively, learn new technologies, and adapt to changing priorities.
• Ability to remain calm and professional when addressing urgent issues, competing demands, and stressful situations.

Technologies

• Microsoft systems
• Active Directory
• Microsoft 365
• Aruba switches

Application Assistance

For assistance with your application, call 603.658.1541 or email [email protected].