Help Desk Supervisor

Job Description

Description

Metropolitan Companies is hiring a Help Desk Supervisor! We’re looking for a motivated and hands-on IT professional to lead our Help Desk team. As a Help Desk Supervisor, you will be responsible for overseeing daily IT support operations, ensuring timely resolution of support tickets, mentoring support staff, and maintaining an excellent user experience across the organization. This is a great opportunity to join a growing company and play a key role in supporting our staff and systems across multiple locations.

We offer a competitive compensation package that includes benefits (medical, dental, vision, life, short- and long-term disability), holiday pay, paid time off, bonus program, 401K plan, and more. If you're a proactive problem-solver who thrives on helping others and leading a team, this is the role for you!

Key Responsibilities

Supervise daily help desk operations and support staff

Ensure timely and accurate resolution of hardware, software, and network issues

Monitor and assign incoming service requests and escalate unresolved issues when necessary

Provide coaching, performance feedback, and training to help desk technicians

Serve as the first point of escalation for complex or high-priority issues

Develop and maintain knowledge base articles and support documentation

Collaborate with Systems Administrators to maintain smooth IT operations

Oversee onboarding and offboarding of users, including hardware/software setup

Maintain inventory of IT assets (laptops, desktops, phones, accessories)

Participate in IT planning, upgrades, and technology rollouts

Maintain a high level of customer service and communication with all users

Travel to local offices to provide on-site support as needed

Promote the use of best practices in security, documentation, and ticket management

Establish and track support metrics and KPIs to measure team performance and drive continuous improvement across all supported companies

Demonstrate cultural competence and behaviors consistent with the core values, vision, and mission of Metropolitan

Skills, Knowledge and Expertise

Competencies:

Excellent troubleshooting and technical skills

Strong communication and interpersonal abilities

Organized and able to manage priorities in a fast-paced environment

Leadership and mentoring capability

Customer service focused with a can-do attitude

Familiarity with ticketing systems and remote support tools

Ability to define, report, and act on key performance indicators for team and support effectiveness

Requirements:

Associate’s or Bachelor’s degree in IT or related field, or 5+ years of relevant IT support experience

1–2 years of experience supervising or leading a support team preferred

Proficiency with Microsoft Windows, Office 365, and common desktop applications

Experience with Active Directory, user provisioning, and remote troubleshooting

Knowledge of desktop/laptop hardware, printers, and mobile devices

Must have valid driver’s license and own transportation

Ability to travel locally between company sites as needed

Benefits

Medical/Dental/Vision Insurance

Voluntary Benefits (Life Insurance, Short-term & Long-term Disability)

Health Savings Account

401k Plan

Holiday Pay & Paid Time Off

Bonus Program

Rent Discount

Employee Referral Program

Full-time