IT/Helpdesk Supervisor – Rippling Experience

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

📋 Description

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

• Organize and prioritize ticket queues to guarantee prompt resolutions and adherence to SLA standards.

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

• Guide, mentor, and nurture the development of helpdesk team members.

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

• Provide IT support for a fully remote workforce, encompassing 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 across both Windows and macOS, including MDM platforms.

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

• Maintain precise documentation and contribute to a scalable knowledge base.

• Deliver a superior 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.

• Familiarity with supporting remote or hybrid work environments.

• Strong background in Google Workspace administration.

• Proficient in supporting Windows and macOS environments.

• Experience with ticketing systems such as Jira, ServiceNow, or Freshservice.

• Experience with Rippling.

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

🏝️ Benefits

• Competitive salary and meaningful equity ownership.

• Health Insurance with a 100% 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.