Help Desk Supervisor

Job Locations US-PA-Lititz
# of Openings


The IT Helpdesk Supervisor (IHS) is responsible for leading the global team of IT Support Technicians to ensure timely completion of helpdesk tickets and overall employee satisfaction.  The IT Helpdesk Supervisor works with the IT Systems Administrators, Global IT Manager and Global Network Manager on ticket escalations and to provide support for ongoing projects in the organization. The IHS will manage the IT Support Technicians and be their first point of contact, provide guidance on tickets and if needed assign tickets to either System Administrators or Business Systems. The Helpdesk Manager will be responsible for the ticket lifecycle and helpdesk improvements.


The role spans across the global organization as the IT Support Technicians are in multiple offices worldwide.


  • The IHS is a leader for the helpdesk team and ensures ticket lifecycle is kept in check.
  • The IHS ensures that all tickets assigned to the helpdesk are updated regularly and are solved within a reasonable amount of time (the helpdesk currently has no strict SLA)
  • The IHS ensures that tickets for System Administrators or Business Systems are assigned to the correct teams and follow up to make sure no tickets are missed
  • The IHS is the first point of contact for IT Helpdesk technicians and manages day-to-day helpdesk operations
  • The IHS maintains an open-door policy and remains available for employee feedback about IT tickets or IT operations
  • The IHS informs and updates the Global IT Manager on a regular basis about general helpdesk operations, escalations and any internal customer feedback
  • Communicates openly and transparently to IT Team to ensure smooth day-to-day operations for the helpdesk
  • Maintain and update helpdesk procedures and documentation


Degree: Bachelor’s

Experience: 3+ Years


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