IT/Helpdesk Supervisor

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

📋 Description

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

• Organize and prioritize ticket queues to ensure prompt resolution and compliance with SLAs.

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

• Mentor, coach, and develop members of the helpdesk team.

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

• Provide IT assistance 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 efficiency.

• Keep comprehensive documentation and contribute to a scalable knowledge base.

• Deliver a superior support experience characterized by clear communication and user-centered service.

⛳️ Requirements

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

• 1–3+ years in a leadership or supervisory capacity.

• Experience in 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).

• Relevant certifications (CompTIA, Google Workspace, ITIL, etc.).

🏝️ Benefits

• Competitive salary and significant equity ownership.

• Health insurance with a fully employer-paid option available (US only).

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

• Remote work with flexible hours.

• Unlimited time off policy.

• Ownership, autonomy, and a sense of purpose.