IT Help Desk Supervisor

The IT Help Desk Supervisor will oversee RiverWoods Group’s IT Help Desk operations and team, ensuring end users receive timely, effective support. This hybrid role is based in Durham, NH and includes coordination of ticket resolution, escalations, vendor coverage, and collaboration with Systems Administration for higher-level needs.

Location and Work Setup

This position is based in Durham, NH 03824 and supports communities in Exeter, Manchester, and Durham. The role is onsite, with hybrid options available. You must be able to work from any required location and respond quickly to onsite needs when required.

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, following 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 on ticket activity, service results, recurring issues, and staffing concerns, including recommendations for service or technology improvements.
• Coordinate daily work of 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 and provide after-hours and weekend support for identified mission-critical systems.
• Build skills in service measurement, staffing plans, budget monitoring, and vendor performance management to support broader Help Desk leadership responsibilities.
• Perform other duties as assigned.

Required Qualifications

• Associate degree in information technology or a related field, or an equivalent combination of education and relevant experience.
• Minimum 3 years of relevant technical experience supporting computing devices, business applications, voice and data networks, and Microsoft systems.
• At least 1 year of experience leading, mentoring, or supervising staff.
• Experience prioritizing support tickets, coordinating escalations, training staff, and developing technical documentation.
• Strong oral and written communication skills, including the ability to explain technical issues to both technical and nontechnical audiences.
• Strong analytical and problem-solving skills, with the ability to prioritize work, meet deadlines, and use 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.

Preferred Technologies

• Active Directory
• Microsoft 365
• Aruba switches

Working Technologies

• Active Directory
• Microsoft 365
• Aruba switches
• Microsoft