IT Helpdesk Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee daily IT helpdesk operations and manage the performance of the support team.

• Organize and prioritize ticket queues to ensure prompt resolutions and adherence to service level agreements (SLAs).

• Act as the escalation point for intricate technical issues (Tier 2/3 support).

• Provide coaching, mentoring, and development opportunities for helpdesk team members.

• Assist in the recruitment, onboarding, and training of new IT personnel.

• Offer IT support for a completely remote workforce, encompassing both onboarding and offboarding processes.

• Diagnose issues across various devices, networks, and SaaS applications.

• Administer and support essential systems, including Google Workspace and other SaaS tools.

• Manage endpoint environments on Windows and macOS, including mobile device management (MDM) platforms.

• Enhance helpdesk workflows, automation, and overall operational effectiveness.

• Maintain accurate documentation and contribute to a scalable knowledge repository.

• Provide a high-quality support experience through effective communication and user-centric service.

⛳️ Requirements

• 3–5+ years of experience in IT support or helpdesk roles.

• 1–3+ years of experience in team leadership or supervisory positions.

• Proven experience supporting remote or hybrid work settings.

• Strong background in Google Workspace administration.

• Proficient in supporting both Windows and macOS environments.

• Familiarity with ticketing systems (e.g., Jira, ServiceNow, Freshservice).

🏝️ Benefits

• Health Insurance with a 100% employer-paid option available (US only).

• Additional benefits include a 401k plan, dental, vision, and other options (US only).

• Flexibility with remote work and hours.

• Unlimited time off policy.

• Opportunities for ownership, autonomy, and purpose in your role.