IT Help Desk Supervisor

Cranial Technologies offers an IT leadership role based in Tempe, AZ (onsite) with a competitive compensation range of $75,000 to $95,000 per year, depending on relevant skills and experience. You will lead first- and second-tier IT support across the organization while serving as a hands-on technical authority and people leader, helping ensure reliable service for employees and clinics.

What you’ll do

• Oversee daily helpdesk operations and maintain appropriate coverage during business hours.
• Monitor incidents, service requests, and queues; manage assignments, priorities, aging, and escalations to meet service-level expectations.
• Track and report performance metrics, ensuring high-impact and business-critical incidents are escalated promptly.
• Coordinate support across hardware, software, networks, telecommunications, printers, mobile devices, and business applications.
• Act as the escalation point for complex issues and coordinate with Infrastructure, Network, Security, Applications, and other IT teams.
• Keep users informed on outstanding incidents and work with relevant teams to address recurring problems and root causes.
• Provide direct supervision and day-to-day leadership for Helpdesk technicians and support staff, including coaching and mentoring through regular 1:1s.
• Assign workload and distribute responsibilities appropriately across the team; encourage knowledge sharing and cross-training.
• Ensure tickets are properly documented in the organization’s IT Service Management platform, including troubleshooting notes, resolution details, and user communication.
• Maintain standards for ticket categorization, prioritization, assignment, escalation, and closure; review aging tickets and drive resolution of overdue requests.
• Coordinate response for widespread technical incidents and outages.
• Oversee support for Windows workstations and laptops, Microsoft 365, Teams, Outlook, and Exchange Online.
• Oversee support for Microsoft Entra ID, Microsoft Intune, and multifactor authentication (MFA).
• Oversee support for VPN, remote access, and Remote Desktop environments.
• Oversee support for mobile devices, printers, peripherals, and conference-room technology.
• Support business applications, network connectivity, Wi-Fi, VoIP, and telecommunications, including cloud-based VoIP responsibility.
• Ensure technicians follow standardized troubleshooting procedures before escalating incidents.
• Oversee IT onboarding and offboarding, including hardware/software/account preparation, access disablement for terminated employees, and returned equipment reconfiguration and redistribution.
• Ensure helpdesk processes follow approved identity and access-management practices, including authorization for access changes and least-privilege principles.
• Assist with deployment and endpoint configuration via Intune or other management platforms; coordinate upgrades, deployments, patches, and replacements.
• Maintain accurate hardware and software inventories and manage the equipment lifecycle, including procurement coordination, repair, replacement, and retirement.
• Develop, document, and continuously improve Helpdesk procedures, workflows, escalation paths, and the knowledge base.
• Identify automation and self-service opportunities to reduce repetitive manual support tasks.
• Work with IT leadership to establish service-level objectives, Helpdesk performance standards, and continual improvement in processes, tools, and staffing.
• Support SOP development, including SOPs involving teams outside IT.
• Ensure compliance with cybersecurity policies and protect confidential, sensitive, and patient information, applying requirements including HIPAA and FDA 21 CFR Part 11 as applicable.
• Verify user identity before password resets or access changes, immediately escalate suspected phishing, malware, compromised accounts, and other cybersecurity incidents, and support endpoint security and compliance initiatives.
• Coordinate IT hardware and software delivery at new and existing clinics.
• Manage vendor relationships, assist with issue resolution and cost-saving opportunities, and support annual capital and operating budget planning.
• Communicate technical information clearly to nontechnical users and provide realistic expectations and regular status updates; prioritize by business impact.
• Apply IT service management frameworks and standards, including ITSM and ITIL.

What you’ll need

• Bachelor’s Degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in Information Technology.
• 3+ years of experience in a supervisory or management role.
• Exceptional oral and written communication skills.
• Strong knowledge of Windows desktop operating systems and experience supporting Microsoft Entra ID / Active Directory environments.
• Experience with endpoint and mobile-device management technologies and an IT Service Management or ticketing platform.
• Strong troubleshooting skills across hardware, software, networking, authentication, and business applications.
• Excellent documentation and organizational skills.
• Ability to maintain confidentiality, manage competing priorities, troubleshoot independently, and engage specialized IT teams when needed.

Tools and technologies you’ll work with

• Microsoft 365, Teams, Outlook, Exchange Online
• Microsoft Entra ID, Microsoft Intune, Multifactor Authentication (MFA)
• VPN, Remote Desktop, Windows
• IT Service Management (ITSM), ITIL
• HIPAA, FDA 21 CFR Part 11
• VoIP, Wi-Fi

Benefits

• Medical, Vision, and Dental Insurance
• 401k Retirement Plan
• 18 Days of Paid Time Off plus 7 company-paid Holidays
• Life Insurance
• Short/Long Term Disability Insurance
• Salary range for this position is $75,000 - $95,000, dependent on relevant skills and experience