Corporate Helpdesk Supervisor

Job Summary:

The Corporate Helpdesk Supervisor is responsible for the daily on-site support and supervision of the Corporate and Warehouse Help Desk function. This is a working management role responsible for directly handling tickets, escalations, troubleshooting, hardware support, account and access requests, telecom and mobile device support, and workflow coordination, in addition to coaching and assigning work to help desk staff. The position supports corporate office and warehouse users, systems, equipment, and related IT services. The Corporate Helpdesk Supervisor must have strong technical troubleshooting, customer service, documentation, prioritization, and team leadership skills.

Job Responsibilities:

• Provide day-to-day operational supervision of Corporate Help Desk Analysts supporting corporate office and warehouse users.
• Serve as a working supervisor by directly handling tickets, walk-ups, escalations, troubleshooting, hardware replacements, and user support requests.
• Ensure the corporate and warehouse help desk meets company standards for service quality, response times, documentation, follow-through, and customer service.
• Prioritize, assign, monitor, and follow up on tickets to ensure timely resolution and clear communication with users and leadership.
• Support corporate and warehouse staff with desktops, laptops, workstations, printers, peripherals, phones and other mobile devices, software, network connectivity, and access-related issues.
• Administer and support user accounts, distribution groups, shared mailboxes, permissions, password resets, and related Active Directory/Microsoft 365 access requests according to company policy.
• Provide support and administration for corporate telecom systems, including GoTo/Jive, desk phones, softphones, voicemail, call routing, and related vendor escalations.
• Support company-issued mobile devices, including ordering, activation, troubleshooting, replacement coordination, inventory tracking, and carrier/vendor follow-up.
• Maintain, repair, replace, image, and deploy corporate desktops, laptops, peripherals, and related equipment as needed.
• Coordinate hardware inventory, asset tracking, equipment issuance, returns, replacements, recycling, and audit support for corporate and warehouse equipment.
• Provide basic network troubleshooting for corporate and warehouse users, including connectivity, Wi-Fi, VPN, cabling, switch port, and printer/network device issues, escalating when needed.
• Manage daily support cases by verifying reported issues, gathering required information, isolating root cause, resolving the issue when possible, and escalating appropriately when needed.
• Document problems, resolutions, SOPs, recurring issues, and process changes in the knowledge base to improve consistency and reduce repeat tickets.
• Work with the Helpdesk & NOC Manager and Infrastructure team to identify recurring issues, service gaps, escalation needs, and opportunities to improve support workflows.
• Relay relevant updates from Infrastructure, Security, Systems, Telecom, and other IT groups to the corporate help desk team and impacted business users.
• Assist with onboarding, offboarding, user moves, equipment setups, conference room support, and other corporate/warehouse IT operational needs.
• Support projects involving corporate and warehouse technology rollouts, refreshes, office moves, vendor work, training, and process changes.
• Provide guidance, coaching, training, and technical support to Help Desk Analysts while remaining hands-on in daily support work.
• Monitor team performance, ticket quality, workload balance, attendance, scheduling, and time off requests in alignment with department expectations.
• Maintain a high level of customer service and professionalism when working with corporate users, warehouse teams, leadership, vendors, and other IT teams.
• Maintain current technical knowledge through continuing education, vendor documentation, internal documentation, and hands-on system familiarity.
• Perform other duties as assigned to support IT operations, business continuity, projects, escalations, and corporate/warehouse support needs.

Key Qualifications and Requirements:

• Minimum of 3 years of hands-on IT help desk, desktop support, or technical support experience in a corporate, warehouse, or similar business environment.
• Minimum of 1-2 years of lead, supervisory, or team coordination experience, including assigning work, coaching team members, monitoring ticket quality, and helping manage daily support priorities.
• Strong technical troubleshooting skills for Windows workstations, laptops, printers, peripherals, mobile devices, phones, user accounts, Microsoft 365, Active Directory, network connectivity, VPN, Wi-Fi, and common business applications.
• Experience using an IT ticketing system to document issues, manage workload, prioritize requests, follow up with users, and track resolution details.
• Ability to serve as a working supervisor by directly handling tickets, walk-up support, escalations, hardware replacements, user support requests, and daily operational issues.
• Strong customer service, communication, follow-through, and documentation skills, with the ability to support corporate users, warehouse teams, leadership, vendors, and other IT groups professionally.
• Ability to prioritize competing requests, identify urgent business-impacting issues, escalate appropriately, and maintain clear communication with users and management.
• Experience supporting onboarding, offboarding, equipment deployment, access requests, inventory tracking, telecom/mobile device support, and vendor coordination preferred.
• Ability to work on-site and provide weekend, overnight, early-morning, or after-hours support when required for critical incidents, maintenance windows, projects, emergency response, or other management-directed business needs.
• Relevant technical certifications such as CompTIA A+, Network+, Microsoft, ITIL, Jamf, or other help desk, systems, networking, or endpoint support certifications are preferred but not required.

Physical/Environmental Demands and Availability:

• Work is performed on-site in an office and warehouse support environment. This is an on-site position and is not intended to be a remote role except where specifically approved by management. The position requires the ability to operate standard office equipment, keyboards, mobile devices, phones, and IT equipment. Must have the ability to walk short distances, visit user work areas, assist with equipment setup, and occasionally lift, carry, push, pull, or move equipment up to 25 pounds. Repetitive motion and adequate movement of the wrists, hands, and/or fingers are required. Team members are required to have close visual acuity to perform activities such as preparing and analyzing data, viewing a computer terminal, reading tickets, transcribing information, and reviewing technical documentation. Weekend, overnight, early-morning, or after-hours support may be required for critical incidents, business operations, maintenance windows, projects, office/warehouse coverage, emergency response, or other management-directed needs.

*Job descriptions are merely a summary of the position. Duties and responsibilities are subject to change and may include any other that management finds necessary to successfully maintain business operations.

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