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It Help Desk Supervisor Jobs (NOW HIRING)

IntelliDyne

IT Help Desk Manager

Herndon, VA · On-site

IT Help Desk Manager Location: Herndon, VA (100% Onsite) Clearance: Active Secret or higher Status ... years in a supervisory or lead role. * Strong understanding of Tier 1 support operations ...

IntelliDyne

IT Help Desk Manager

Herndon, VA · On-site +1

IT Help Desk Manager Location: Washington, DC (hybrid) - some travel to Herndon, VA Clearance ... years in a supervisory or lead role. * Strong understanding of Tier 1 support operations ...

Mendocino Farms

IT HELP DESK TECHNICIAN

El Segundo, CA · On-site +1

$50K - $68K/yr

Job Title: IT Help Desk Technician Reports to: IT Help Desk Manager Location: El Segundo, CA FLSA Status: Non Exempt Compensation: $50,000 - $68,000 per year Summary: At Mendocino Farms, we don't ...

Ensign Services

IT Help Desk

Salt Lake City, UT · On-site

$20 - $22/hr

IT Help Desk Position Type: Full-time position. Compensation Range: $20.00 - $22.00 hourly, DOE; with a $2 differential for hours worked at night. Location: This position is based at our Service ...

Allen Control Systems

IT Help Desk Engineer

Austin, TX · On-site

They are seeking an IT Help Desk Engineer to provide first-line technical support, manage IT tickets, and assist in onboarding new employees while ensuring operational standards for compliance and ...

Managed Staffing

IT Help Desk Technician

Norwich, CT · On-site

$23 - $25/hr

This role is ideal for candidates with IT Help Desk or technical support experience who enjoy problem-solving, customer service, and hands-on work. What You'll Do * Respond to printer service ...

Ampcus Inc

IT Help Desk

Louisville, KY · On-site

We are in search of a highly motivated candidate to join our talented Team as an IT Help Desk specialist, responsible for providing first level support and troubleshooting for CLIENT team members.

Texas Wesleyan University

IT Help Desk

Fort Worth, TX · On-site

Posting Details Position Information Job Title IT Help Desk Position Summary Needing a student employee who loves IT, solving problems, and serving others. You will get to work with Blackboard ...

Ensign Services

IT Help Desk

Salt Lake City, UT · On-site

$20 - $22/hr

IT Help Desk Salary: $20.00 - $22.00 per hour, DOE with a $1 differential for hours worked at night. Position Type: Full-time position. Schedule: Monday - Friday from 2:00 PM to 10:30 PM Location:

Ensign Services, Inc.

IT Help Desk

Salt Lake City, UT · On-site

$20 - $22/hr

IT Help Desk Salary: $20.00 - $22.00 per hour, DOE with a $1 differential for hours worked at night. Position Type: Full-time position. Schedule: Monday - Friday from 2:00 PM to 10:30 PM Location:

Arcadia University

IT Help Desk Manager

Glenside, PA · On-site

The IT Help Desk Manager reports directly to the Assistant Vice President of IT and is in a hands-on position responsible for supervising and coordinating the operation and maintenance of the ...

MCI Careers

IT Help Desk Technician

Wichita, KS

We are seeking a reliable, service-oriented, and technically capable IT Help Desk Technician to join our IT team and provide day-to-day technical support to employees across the business. The ...

BC Tech Pro

IT Help Desk

Iuka, MS · On-site

$20.50/hr

... of a variety of technology-based products typically associated with an end-user computing ... Perform all assigned desk-side support activities * Display outstanding technical and professional ...

Seneca Resources Company, LLC

IT Help Desk

Norcross, GA · On-site

IT Help Desk Analyst Location: Norcross, GA Work Environment: Call Center Start Date: January 2026 Position Performance Measures * Calls handled per hour * Percentage of escalated calls * Not-ready ...

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It Help Desk Supervisor information

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$37.5K

$83.8K

$124.5K

How much do it help desk supervisor jobs pay per year?

As of Sep 10, 2026, the average yearly pay for it help desk 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 is an IT Help Desk Supervisor?

IT Help Desk Supervisors are professionals who oversee the daily operations of an organization's IT help desk team. They manage support staff, coordinate responses to technical issues, and ensure that service requests are resolved efficiently. Their responsibilities include training help desk technicians, monitoring performance, implementing best practices, and communicating with other departments to address IT needs. Ultimately, they play a key role in maintaining smooth IT support and user satisfaction within the organization.

What skills and qualifications are needed to be an IT Help Desk Supervisor?

To thrive as an IT Help Desk Supervisor, you need expertise in IT troubleshooting, knowledge of network and hardware systems, and experience with ticketing platforms, usually supported by a relevant degree or IT certifications like CompTIA A+ or ITIL. Familiarity with help desk management software, remote desktop tools, and incident tracking systems is typically required. Strong leadership, communication, and conflict resolution skills are crucial for effectively guiding teams and ensuring customer satisfaction. These skills ensure efficient problem-solving, high team performance, and consistent delivery of quality technical support.

What are common challenges faced by IT Help Desk Supervisors and how can they be managed?

IT Help Desk Supervisors often encounter challenges such as balancing high ticket volumes, managing diverse team skill levels, and ensuring timely issue resolution. To address these, supervisors typically implement robust ticket tracking systems, provide continuous training, and foster strong communication within the team. Building a culture of collaboration and regularly reviewing performance metrics can also help identify bottlenecks and improve service quality. Proactive problem-solving and clear escalation procedures are essential for maintaining high customer satisfaction and team morale.

What is the difference between It Help Desk Supervisor vs It Help Desk Technician?

AspectIt Help Desk SupervisorIt Help Desk Technician
CertificationsCompTIA A+, Network+, ITILCompTIA A+, HDI Support Center Analyst
Work EnvironmentSupervises help desk team, manages tickets, oversees operationsProvides technical support, troubleshoots hardware/software issues
Employer & Industry UsageIT departments, managed service providers, corporate support centersIT support teams, help desk services, internal and external support roles

The main difference between an It Help Desk Supervisor and an It Help Desk Technician is the level of responsibility. The supervisor oversees the help desk team, manages workflows, and ensures service quality, while the technician focuses on resolving technical issues directly for users. Both roles require similar certifications and work in comparable environments, but the supervisor has a leadership role with additional managerial duties.

What cities are hiring for It Help Desk Supervisor jobs?

Cities with the most It Help Desk Supervisor job openings:

What states have the most It Help Desk Supervisor jobs?

States with the most job openings for It Help Desk Supervisor jobs include:

What are popular job titles related to It Help Desk Supervisor jobs?

For It Help Desk Supervisor jobs, the most frequently searched job titles are:

It Help Desk Supervisor jobs near you
Infographic showing various It Help Desk Supervisor job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 70% Full Time, 25% Part Time, and 4% Contract. Highlights an 84% Physical, 1% Hybrid, and 15% Remote job distribution, with an average salary of $83,781 per year, or $40.3 per hour.

IT Help Desk Manager

Herndon, VA • On-site

IntelliDyne
See more jobs at IntelliDyneexternal

Full-time

Posted 24 days ago

Key responsibilities

  • Manage, mentor, and develop a team of 10-15 Tier 1 help desk agents, including scheduling and performance evaluations.

  • Oversee Tier 1 ticket queues to ensure SLAs and KPIs are met, and coordinate escalations to Tier 2/3 teams.

  • Handle complex or escalated customer issues, review ticket quality and customer satisfaction, and implement process improvements.

Job description

IT Help Desk Manager

Location: Herndon, VA (100% Onsite)

Clearance: Active Secret or higher

Status: Exempt

About This Role

The IT Help Desk Manager is responsible for leading and supporting a team of 10-15 Tier 1 help desk agents in a fast-paced service delivery environment. This position ensures high-quality customer service, timely incident resolution, and continuous improvement of help desk operations. The Manager oversees daily queue management, agent performance, training, and alignment with IT service management (ITSM) standards.

 

Responsibilities

Team Leadership & Supervision

  • Manage, mentor, and develop a team of 10-15 Tier 1 agents, promoting a positive and productive work environment.
  • Schedule staff to ensure appropriate coverage across operating hours.
  • Conduct regular one-on-ones, team meetings, and performance evaluations.
  • Provide coaching, remedial training, and escalation support as needed.

Operational Management

  • Oversee Tier 1 ticket queues to ensure SLAs and KPIs are consistently met or exceeded.
  • Monitor ticket volume, trends, and service quality to identify operational improvements.
  • Ensure proper documentation, categorization, and prioritization of all incidents and requests.
  • Coordinate escalations to Tier 2/3 teams following established workflows.

Customer Service & Quality Assurance

  • Maintain a customer-first culture across the help desk.
  • Handle complex or escalated customer issues with professionalism and urgency.
  • Review ticket quality and customer satisfaction results, implementing process improvements where needed.

Training & Development

  • Onboard new team members and provide ongoing training in tools, processes, and customer service best practices.
  • Maintain up-to-date knowledge base articles, scripts, and troubleshooting guides.
  • Identify skill gaps and develop targeted training plans.

Reporting & Continuous Improvement

  • Generate regular performance reports on KPIs (first-call resolution, SLA compliance, CSAT scores, etc.).
  • Participate in ITSM process improvement initiatives and cross-team coordination efforts.
  • Recommend changes to improve service delivery, workflows, and technical proficiency across the team.

 

Required Qualifications

  • 5-10 years of experience in an IT support environment, with at least 1-2 years in a supervisory or lead role.
  • Strong understanding of Tier 1 support operations, troubleshooting techniques, and IT service workflows.
  • Experience with ITSM ticketing systems (e.g., ServiceNow, Cherwell, Jira Service Management, Remedy).
  • Excellent interpersonal, communication, and conflict-management skills.
  • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
  • Ability to analyze metrics and drive performance improvements.
  • Working knowledge of Windows operating systems, Office 365, basic networking, and common enterprise applications.
  • Active Secret clearance or higher.
  • HDI Certification (e.g., Support Center Manager or Desktop Support Manager)

 

Preferred Qualifications

  • ITIL Foundation certification.
  • MCP, MCSA or MCSE certifications.
  • Experience supporting enterprise or government environments.
  • Knowledge of SLA management and service desk best practices.
  • Experience leading teams of 10+ employees in a high-volume support environment.

About Us

IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.

For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715.

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