IT Help Desk Supervisor

IT Help Desk Supervisor

Location: Springfield, MA (100% Onsite, Daily)

Duration: 12 months+ contract

Rate: $48-52 an hour W2

Description

Overview

Seeking a Help Desk Supervisor to lead the daily operations of a frontline IT support team, ensuring timely, high-quality resolution of end-user technical issues while mentoring and managing a team of help desk technicians.

Key Responsibilities

Supervise day-to-day activities of Tier 1/2 help desk staff, including ticket queue management, escalations, and SLA adherence

Monitor call/ticket volume and staffing coverage; adjust schedules to maintain service levels

Coach, train, and evaluate help desk technicians; conduct 1:1s and performance reviews

Serve as escalation point for complex or high-priority incidents

Track and report KPIs (first-call resolution, average handle time, ticket backlog, customer satisfaction)

Ensure proper documentation of incidents and knowledge base articles

Coordinate with IT infrastructure, network, and desktop support teams on recurring issues

Support onboarding/offboarding processes (hardware, account provisioning)

Enforce ITIL-aligned processes (incident, problem, change management)

Requirements

3-5+ years of help desk/desktop support experience, with 1-2+ years in a lead or supervisory role

Strong working knowledge of ticketing systems (ServiceNow, Ivanti, Freshservice, etc.)

Familiarity with Active Directory, O365, basic networking troubleshooting

Excellent communication and people-management skills

ITIL Foundation certification a plus

Must be able to work onsite daily in Springfield, MA

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The base pay range listed reflects what we reasonably expect to offer for this role. Actual pay may vary based on location, experience, and performance. Depending on the position, benefits may include medical, dental, and vision coverage; retirement and savings plans; paid holidays and time off; supplemental insurance; and additional wellness or incentive programs.

About Us

Advantage Technical connects top- talent in technology, engineering, and technical fields with forward-looking companies.

Advantage Technical is an equal opportunity employer. All applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other legally protected status. Advantage Technical offers reasonable accommodations for qualified individuals with disabilities; contact your local branch for inquiries. Advantage Technical is an E-Verify employer. See our Privacy Notice for Candidates and Employees/Contractors at By applying, you consent to receive AI-generated and non-AI-generated calls, texts, or emails from Staffmark Group, its affiliates, and partners. Frequency varies and message/data rates may apply. Reply STOP to cancel or HELP for help.