Help Desk Supervisor- MUST BE LOCAL
Job Description
Job Description
IT HelpDesk Supervisor
Position Overview
We are seeking an experienced IT HelpDesk Supervisor to lead our support operations and drive the maturation of our IT service delivery capabilities. This strategic leadership role combines hands-on technical support with team management, process optimization, and ITIL best-practice implementation. The ideal candidate will establish scalable processes, mentor a growing team, and ensure consistently high service levels while maintaining a balance between operational excellence and project delivery.
Essential Duties and Responsibilities
Leadership & Team Management
- Assist in developing HelpDesk staff, ensuring they receive structured training, clear daily tasks, and regular performance feedback
- Establish and enforce escalation procedures that empower team members while maintaining appropriate oversight
- Foster a culture of continuous improvement and accountability
ITIL Implementation & Process Improvement
- Document, implement, and refine ITIL-aligned processes and procedures for incident management, change management, and service delivery
- Define and monitor Service Level Agreements (SLAs) for all support categories (break-fix, onboarding, replacements, etc.)
- Develop and maintain knowledge management systems to reduce resolution times and improve first-call resolution rates
Performance Monitoring & Analytics
- Establish, track, and report on key performance metrics (KPIs) such as ticket resolution time, customer satisfaction, SLA compliance, and team productivity
- Conduct weekly and monthly analytics reviews to identify trends, bottlenecks, and improvement opportunities
- Share accountability for maintaining performance standards across both HelpDesk and project-related work
Inventory & Asset Management
- Audit, add, update, and decommission IT assets in the inventory management system
- Monitor and maintain adequate "in-stock" levels of critical components and equipment
- Assist with procurement efforts and vendor management
- Support IT onboarding and computer replacement workflows to meet defined SLAs
Technical Support & Ticket Management
- Actively participate in the HelpDesk queue, handling and resolving support tickets to maintain team-level performance metrics
- Document and maintain accurate, complete records of all trouble tickets, requests, and projects in the ticketing system
- Troubleshoot and resolve escalated technical issues from HelpDesk team members
- Support proprietary inventory and order fulfillment software operations
Stakeholder Engagement
- Train end users on equipment and software functionality, reducing support burden and improving user adoption
- Respond to incoming support requests and inquiries from all organizational levels
- Participate in weekly, monthly, and annual organizational meetings to align IT operations with business objectives
Required Qualifications
- 3+ years of HelpDesk or IT support experience,
- Experience supporting multi-site environments
- Demonstrated knowledge of ITIL framework and best practices
- Experience with ticketing systems and IT asset management platforms (Freshservice a plus)
- Strong analytical skills with the ability to interpret performance data and drive continuous improvement
- Excellent leadership, communication, and interpersonal skills
Company DescriptionGemaire is a subsidiary of Watsco, Inc., (NYSE: WSO) the world’s largest independent distributor of heating, ventilation, and air conditioning (HVAC) equipment, parts, and supplies. Gemaire, with corporate headquarters in Deerfield Beach, Florida. Gemaire has more than 100 locations in eleven states including Florida, Georgia, Texas, North Carolina, South Carolina, Virginia, Alabama, Louisiana, California, Nevada, and Arizona.
For more than 50 years we have been known as a respected, strong, and reliable force within the HVAC industry. Our distribution rights with trusted manufacturer brands such as Rheem, American Standard, Frigidaire, Mitsubishi, and others allow us to provide only the highest quality, most eco-friendly equipment, parts and supplies to our valued network of contractors’ coast to coast.
As a member of our sales and service team you will enjoy competitive pay and benefits including medical, dental, vision and life insurance, paid time off, tuition reimbursement and an opportunity to buil
Company Description
Gemaire is a subsidiary of Watsco, Inc., (NYSE: WSO) the world’s largest independent distributor of heating, ventilation, and air conditioning (HVAC) equipment, parts, and supplies. Gemaire, with corporate headquarters in Deerfield Beach, Florida. Gemaire has more than 100 locations in eleven states including Florida, Georgia, Texas, North Carolina, South Carolina, Virginia, Alabama, Louisiana, California, Nevada, and Arizona. \r\n\r\nFor more than 50 years we have been known as a respected, strong, and reliable force within the HVAC industry. Our distribution rights with trusted manufacturer brands such as Rheem, American Standard, Frigidaire, Mitsubishi, and others allow us to provide only the highest quality, most eco-friendly equipment, parts and supplies to our valued network of contractors’ coast to coast. \r\n\r\nAs a member of our sales and service team you will enjoy competitive pay and benefits including medical, dental, vision and life insurance, paid time off, tuition reimbursement and an opportunity to buil