Service Desk Supervisor

Helix Electric was founded in 1985 and is now one of the nation's largest and most successful electrical contracting companies. Our commitment to empowering people and powering projects is realized by our exceptional team of dedicated and highly skilled experts working together and never settling for good enough. We are proud of the team-oriented and employee-empowered business approach that defines our unique character.

We are seeking a proactive and experienced Service Desk Supervisor to lead our IT service desk team in delivering high-quality technical support to end users. The ideal candidate will be responsible for overseeing day-to-day operations, managing support staff, and ensuring the timely resolution of incidents and service requests in alignment with SLAs and customer satisfaction goals.

DUTIES & SCOPE:

• Supervise the daily operations of the service desk team, including scheduling, workload balancing, and performance monitoring.
• Act as an escalation point for complex or unresolved technical issues.
• Ensure all service desk activities comply with established IT policies, procedures, and SLAs.
• Monitor ticketing system (Freshservice) to ensure accurate logging, tracking, and resolution of incidents and requests.
• Provide coaching, mentoring, and training to service desk staff to improve technical skills and customer service.
• Collaborate with the Infrastructure Team and Applications Team to identify and address systemic issues, recurring incidents, and opportunities for process improvement.
• Prepare and present regular reports on service desk metrics, trends, and performance to senior IT leadership.
• Focus on service desk metrics and trends to create solutions to mitigate future tickets.
• Participate in the development and maintenance of knowledge base documentation and user guides.
• Foster a culture of continuous improvement and customer-focused service.

QUALIFICATIONS:

• Proficiency with support tools and systems (e.g., ticketing platforms, remote desktop tools).
• Excellent communication, problem-solving, and organizational skills.
• Ability to handle multiple priorities and adapt in a fast-paced environment.
• Familiarity with Azure AD, Windows, IOS, and mobile device support.
• Understanding of Networking basics (DNS, DHCP, TCP/IP)
• Understanding of Exchange, Outlook, and M365
• Understanding of Okta Admin a plus

The starting base pay for this role is between USD $70,000.00 and $90,000.00 per year. The actual base is dependent upon many factors, such as: location, training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. The role may also be eligible for bonus and benefits. Helix Electric provides a comprehensive benefits package that includes the following:

• Medical Plans
• Dental Plans
• Vision Plan
• Life Insurance
• Disability Insurance
• Accident Insurance
• Critical Illness Insurance
• Hospital Insurance
• Pet insurance
• 401(k) Plan with Match
• Employee Discount Program through PerkSpot
• Tax Savings Accounts - FSA, HSA, DCFSA and CSA
• Tuition Reimbursement
• Scholarships

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