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Helpdesk Supervisor Jobs (NOW HIRING)

Internet Brands

Helpdesk Supervisor

El Segundo, CA

Helpdesk Supervisor IB HQ, El Segundo The Helpdesk Supervisor will oversee the daily operations of the Helpdesk team supporting IB's offices. This role combines hands-on technical expertise, team ...

Internet Brands

Helpdesk Supervisor

El Segundo, CA · On-site

Description Helpdesk Supervisor IB HQ, El Segundo The Helpdesk Supervisor will oversee the daily operations of the Helpdesk team supporting IB's offices. This role combines hands-on technical ...

Troy University

Helpdesk and Quotes Supervisor

Troy, AL · On-site

Posting Details Position Information Posting Number SF2486P Position Title Helpdesk and Quotes Supervisor Position Type Professional/Salaried Department Information Technology - Troy Division Finance ...

Salem Regional Medical Center

Help Desk Technician

Salem, OH · On-site

$16.75 - $22.50/hr

Under the direction of the Director of Information Services, the Assistant Director of Information Services, and the Helpdesk Supervisor the Help Desk Technician provides expert and creative ...

Maximus

Helpdesk Shift Supervisor

Annapolis, MD · On-site

As Helpdesk Shift Supervisor, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems. You ...

Mammoth Tech

Help Desk Technician

$20.50 - $27.75/hr

Helpdesk Supervisor FLSA Type: Non-Exempt HOURS: 5PM - 1AM EST. ABOUT MAMMOTH TECH : Mammoth Tech provides versatile and tech-savvy contact center and debt collections services for the world ...

Karnaros Fine Painters

Be Seen First

Painter Helper/Supervisor

Birmingham, MI

$10 - $20/hr

Looking for individuals who are honest and motivated to join our team. Great pay with a long standing repuatble company. Experience a plus but not necessary. Must have own transportation. Please call ...

Omnicom Health

Group Art Supervisor

New York, NY · On-site

The Group Art Supervisor mentors those in which they supervise by meeting with them consistently to better understand their career goals and helping to champion their causes when appropriate. The ...

Omnicom Health

Group Art Supervisor

New York, NY · On-site

Help create a collaborative work environment between all departments and demonstrate ability to ... Help supervisor manage and resolve staff issues including performance, personal presentation and ...

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Helpdesk Supervisor information

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How much do helpdesk supervisor jobs pay per year?

As of Jun 17, 2026, the average yearly pay for helpdesk supervisor in the United States is $83,781.00, according to ZipRecruiter salary data. Most workers in this role earn between $66,000.00 and $100,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Helpdesk Supervisor, and why are they important?

To thrive as a Helpdesk Supervisor, you need strong technical troubleshooting abilities, experience with IT support processes, and often a degree in information technology or a related field. Familiarity with ticketing systems like ServiceNow or Jira, as well as certifications such as CompTIA A+ or ITIL, is typically required. Exceptional leadership, communication, and conflict resolution skills enable you to lead teams and ensure customer satisfaction. These competencies are crucial for maintaining efficient support operations and driving high-quality service delivery.

Is AI replacing IT's help desk?

AI is increasingly used to automate routine helpdesk tasks such as password resets and troubleshooting, allowing Helpdesk Supervisors to focus on more complex issues. However, AI does not fully replace human support, as many technical problems require critical thinking, customer service skills, and personalized assistance. Helpdesk roles continue to evolve with technology, emphasizing skills in managing AI tools and providing high-level support.

What is the difference between Helpdesk Supervisor vs Helpdesk Technician?

AspectHelpdesk SupervisorHelpdesk Technician
Required CredentialsTypically an associate or bachelor’s degree in IT or related field; certifications like CompTIA A+ or HDI Support Center ManagerUsually an associate degree or relevant certifications like CompTIA A+; on-the-job training common
Work EnvironmentSupervises helpdesk team, manages tickets, and oversees support operationsProvides technical support directly to users, troubleshooting hardware/software issues
Employer & Industry UsageUsed in IT support departments across various industries, focusing on team managementCommon in IT support roles, focusing on end-user technical assistance

The Helpdesk Supervisor oversees the helpdesk team and manages support operations, while the Helpdesk Technician provides direct technical support to users. The supervisor role involves leadership and management skills, whereas the technician role is more technical and hands-on.

What are some common challenges faced by Helpdesk Supervisors, and how can they effectively address them?

Helpdesk Supervisors often face challenges such as balancing high ticket volumes, managing team performance, and ensuring consistent customer satisfaction. To address these, it's important to implement efficient ticket triage systems, provide ongoing training for staff, and foster clear communication within the team. Regularly monitoring metrics and offering constructive feedback can help maintain service standards while supporting team growth. Collaborating closely with IT and other departments also helps resolve complex issues more quickly.

How much should a supervisor be paid?

The salary for a Helpdesk Supervisor typically ranges from $45,000 to $70,000 annually, depending on experience, location, and company size. Factors such as technical skills, certifications, and supervisory responsibilities can influence compensation levels.

What are Helpdesk Supervisors?

Helpdesk Supervisors are professionals who oversee the daily operations of a helpdesk team, ensuring that technical support requests are addressed efficiently and effectively. They manage a group of helpdesk technicians, provide training and guidance, and monitor performance to maintain high levels of customer satisfaction. In addition to handling escalated issues, Helpdesk Supervisors also develop support procedures, analyze service metrics, and collaborate with other departments to improve IT support processes. Their goal is to make sure users receive timely and accurate assistance with technical problems.

What is the role of a desk supervisor?

A Helpdesk Supervisor oversees the daily operations of a technical support team, ensuring customer issues are resolved efficiently. They assign tasks, monitor performance, provide training, and maintain service quality, often using ticketing systems and requiring strong communication and leadership skills.

Is a helpdesk a stressful job?

Helpdesk supervisor roles can be stressful due to the need to resolve technical issues quickly and manage customer expectations. The job often involves handling high call volumes, troubleshooting complex problems, and working under time pressure, which can contribute to stress levels. Strong communication skills and technical knowledge help manage these challenges effectively.
More about Helpdesk Supervisor jobs
What cities are hiring for Helpdesk Supervisor jobs? Cities with the most Helpdesk Supervisor job openings:
What states have the most Helpdesk Supervisor jobs? States with the most job openings for Helpdesk Supervisor jobs include:
What are popular job titles related to Helpdesk Supervisor jobs? For Helpdesk Supervisor jobs, the most frequently searched job titles are:
Helpdesk Supervisor jobs near you
Helpdesk Supervisor

Helpdesk Supervisor

Internet Brands

El Segundo, CA

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 2 days ago

Internet Brands rating

8.7

Company rating: 8.7 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

39th of 190 rated software companies

Job description

Helpdesk Supervisor
IB HQ, El Segundo
The Helpdesk Supervisor will oversee the daily operations of the Helpdesk team supporting IB's offices. This role combines hands-on technical expertise, team leadership, and stakeholder engagement to ensure exceptional customer service and operational excellence across IT support functions. The ideal candidate is an experienced leader with a strong background in technical troubleshooting and helpdesk management, committed to maintaining service quality and continuous improvement.
KEY RESPONSIBILITIESAI Strategy & Automation Leadership
As a Helpdesk Supervisor, you will lead the transformation of our Level 1 support model, leveraging AI and automation to resolve routine incidents instantly, empower end-users, and upskill our support staff.
  • Drive High-Volume Incident Deflection: Lead the implementation and continuous tuning of AI solutions (e.g., chatbots, Agentic AI) to achieve zero-touch resolution for our most frequent L1 requests, including Active Directory lockouts, password resets, and automated software provisioning.
  • Govern AI-Powered Knowledge Management: Direct the strategy for a centralized, AI-enhanced knowledge base. Ensure Helpdesk Standard Operating Procedures (SOPs) are rigorously maintained and properly structured to fuel machine learning models, driving highly accurate automated responses and increasing end-user self-service adoption.
  • Elevate Quality Assurance through AI Analytics: Utilize AI-driven QA tools (e.g., RingSense AI, automated ticket auditing) to monitor call sentiment, ticket categorization accuracy, and First-Contact Resolution (FCR) rates. Translate this data into actionable, targeted coaching plans to improve individual agent performance and overall team CSAT.
  • Lead Cross-Functional AI & Provisioning Workflows: Serve as the primary Helpdesk stakeholder collaborating with Corporate Operations on the rollout of new enterprise AI tools. Define, test, and optimize automated workflow approvals for AI tool licensing, ensuring all automated license assignments and software deployments are secure, compliant, and accurately routed.
  • Continuous Automation Improvement: Regularly analyze L1 ticket data to identify new trends and recurring low-complexity issues. Proactively design and propose new automation workflows to shift the team's workload from manual ticket logging to proactive system monitoring and user education.
Team Leadership & Performance Management
  • Directly manage Helpdesk staff supporting IB West Coast operations.
  • Oversee team performance metrics, ensuring response and resolution within defined SLAs.
  • Monitor team schedules, availability, and workload distribution to maintain optimal coverage.
  • Foster a positive, collaborative, and customer-focused team culture.
  • Identify areas for development and provide mentorship, coaching, and training opportunities.
Technical & Operational Oversight
  • Act as a hands-on technical leader, assisting with escalated incidents and complex troubleshooting.
  • Serve as the primary Helpdesk office representative and technical point of contact for the region.
  • Ensure adherence to IT policies, security standards, and compliance protocols.
  • Collaborate with the network and infrastructure teams to maintain stable, efficient systems.
Stakeholder & Business Engagement
  • Manage relationships and expectations with internal business units and key stakeholders.
  • Communicate effectively with management on issues, service trends, and areas for improvement.
  • Provide executive-level support for senior leadership, ensuring high satisfaction with responsiveness and discretion.
Office & Technology Management
  • Oversee the operational quality of all technology-related services within the office, including:
    • Conference room technology
    • Employee desk setups and IT onboarding
    • Printers, tech walk-up areas, and IT storage spaces
  • Partner with facilities and networking teams to ensure optimal technology performance across the office environment.
  • Track satisfaction scores and implement improvements to enhance the user experience.
Procurement & Administration
  • Maintain and manage IT asset inventory, including procurement, tracking, and replacement.
  • Ensure adherence to procurement policies, approval workflows, and budgetary guidelines.
  • Coordinate license renewals, equipment orders, and vendor relationships.
  • Conduct periodic audits for compliance, budget monitoring, and security assurance.
Qualifications & Requirements
  • Minimum 7 years of experience managing or supervising within a Helpdesk or IT support environment.
  • Proven direct management experience leading technical teams.
  • Strong background in technical troubleshooting and escalation management.
  • Excellent communication and interpersonal skills with a customer service orientation.
  • Ability to work hands-on in a dynamic environment while maintaining strategic oversight.
  • Demonstrated ability to analyze performance data, identify trends, and drive process improvements.
  • Strong organizational skills with attention to detail and follow-through.
  • Familiarity with ITSM platforms (e.g., ServiceNow, Jira, Service Desk Plus, Zendesk).
At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the compensation for this role to have a range of $80 to $90K and will depend on your skills, qualifications, and experience. We encourage all interested candidates to apply.
In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching services. In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services. For more details, feel free to inquire during the interview process.
Internet Brands, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands' award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. The company's powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Warburg Pincus.
Internet Brands is an equal opportunity employer, and we welcome applicants from all backgrounds. We comply with all applicable laws and regulations, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO).
Notice to California residents: you can find information about our privacy practices, on: https://www.internetbrands.com/work-with-us/cpra
Employment Type: Full-Time

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