Job Description
Job Description
Helpdesk Supervisor - IT
Location: Washington, DC (Hybrid)
Note: No third-party candidates please.
Role Summary
Were looking for an IT Service Desk Supervisor to guide a team responsible for day-to-day user support across a busy environment. This role focuses on team leadership, service quality, ticket flow management, and hands-on support for escalated issues. The Supervisor works closely with the IT Support Manager and other technical teams to ensure users have a dependable and positive support experience.
Core Responsibilities
Team Leadership
- Provide daily direction to Service Desk Analysts, including workload planning and shift coverage.
- Coach team members, support skill development, and participate in performance discussions.
- Foster a service-oriented, collaborative environment focused on responsiveness and accuracy.
Service Desk Operations
- Oversee ticket intake, routing, and resolution to ensure timely handling of support requests.
- Monitor ticket queues, escalate when needed, and step in on complex or time-sensitive issues.
- Keep documentation and internal procedures current and easy for analysts to follow.
Service Quality & Improvements
- Track key performance indicators and provide regular updates to leadership.
- Look for recurring issues or bottlenecks and recommend practical improvements.
- Contribute to updates in support processes, user guides, and training materials.
Cross-Functional Work
- Coordinate with other IT teams on system updates, rollouts, and troubleshooting.
- Ensure the Service Desk has the right information and tools to support new or existing systems.
- Assist with small projects, equipment refresh efforts, and user-facing initiatives.
Qualifications
- Associate degree or equivalent experience.
- Experience supervising or leading a Service Desk or Help Desk team.
- Familiarity with ITIL concepts (certification is a plus).
- Strong understanding of Windows environments and Microsoft Office applications.
- Experience with ticketing systems and service desk reporting tools.
- Ability to troubleshoot desktops, laptops, printers, and related hardware.
- Clear communication skills and the ability to work with staff at all levels.
- Comfortable coordinating multiple priorities in a fast-moving environment.
- Strong judgment, professionalism, and the ability to handle confidential information.
- Background in professional services is helpful but not required.
Who Thrives in This Role
- A steady team leader who brings structure and consistency.
- Someone who can balance hands-on support with oversight responsibilities.
- A person who pays attention to patterns, looks ahead, and suggests improvements.
- Someone who enjoys helping people and keeping operations running smoothly.