Desktop Support Supervisor

Company Overview:

Helion Technologies is one of the nation’s fastest growing and largest IT Managed Service Providers. With a focus on servicing the automotive and heavy trucking dealership industry, we have grown into THE industry expert. With over 100 technicians and support staff all working from home, we are there to support our client portfolio of 30,000 end users (and growing) in over 30 states.

 All Helion employees are eligible to take part in our comprehensive benefits package that includes certification training materials, exam reimbursement, 100% company paid Medical premiums at the individual level, company funded HRA, Dental and Vision Insurance, PTO, Paid Holidays, paid Maternity/Paternity Leave, 401k match, company paid LTD AND Life, supplemental life insurance, short term disability and much more! 

Visit Helion.jobs to learn more today!

Position Overview & Qualifications:

Helion is actively recruiting a new Desktop Support Supervisor to join our Desktop Support team and work from home. The Desktop Support Supervisor is responsible for balancing technical expertise, leadership, and accountability. This position is people-focused, requiring a supervisor who is both empathetic and firm, capable of mentoring, motivating, and guiding a team while upholding company standards and core values who are working from home. The supervisor is responsible for maintaining service excellence, driving employee engagement, and ensuring adherence to processes, Service Level Agreements (SLAs), and quality expectations. Success in this role requires a proactive approach to leadership, strong decision-making skills, and a commitment to fostering both individual and team growth.

Client Focus:

• Serve as an escalation point for Desktop Support-related issues, ensuring timely resolution and coordination with other teams if needed.
• Actively participate in the Manager on Duty (MOD) rotation to oversee critical client needs and escalations from our Client Technology Management (CTM) department.
• Engage with customers to understand their needs, gather feedback, and drive improvements based on Crewhu survey responses.
• Assist the Director of Desktop Support in new client onboarding, ensuring a smooth transition and adherence to service expectations.

Employee Focus & Leadership:

• Mentor and coach Desktop Support team members, fostering their technical growth and communication skills.
• Conduct skills assessments to evaluate technical proficiency and support performance evaluations.
• Organize and lead knowledge-sharing/ training sessions, and other continuous learning opportunities.
• Encourage and recognize outstanding performance, while also addressing performance gaps with coaching and guidance in a timely manner.
• Address team conflicts proactively, ensuring issues are resolved professionally and constructively while maintaining team cohesion.
• Collaborate with Human Resources and Management on hiring, performance improvement, and disciplinary actions when necessary.

Metrics, Accountability, & Performance Management:

• Monitor adherence to ticket/queue/quality assurance management standards and SLA compliance, providing coaching as needed.
• Analyze departmental trends and recommend additional training to improve SLA performance.
• Ensure quality control by reviewing ticket documentation, customer call interactions, and troubleshooting effectiveness.
• Provide regular reports and performance updates to management on key metrics and team performance.
• Ensure attendance standards are met for all direct reports.

Internal Communication & Process Improvement:

• Manage administrative tasks, including maintaining internal information boards, late shift schedule, Saturday schedules, and training plans.
• Work with the Service Desk Training Supervisor to refine and enhance existing training materials.
• Collaborate with the Knowledgebase Administrator to ensure documentation is current, accurate, and useful for the team.
• Identify process improvements and client trends that require adjustments in service strategy, training, or documentation.

Ticket Escalations & Critical Issue Management:

• Responsible for filtering and resolving escalated issues within Desktop Support; act as the main point of contact for personnel to resolve issues beyond their skill set, knowledge, etc., before involving management/other departments.
• Monitor ticket progress daily, intervening when necessary to ensure proper resolution and client satisfaction.
• Respond to critical issues during normal business hours, and after-hours events as part of MOD responsibilities, ensuring smooth resolution of urgent issues.
• Provide technical leadership and mentorship, helping team members navigate complex technical challenges.
• Escalate client complaints or dissatisfaction that cannot be fully resolved at the supervisory level to higher leadership.
• Ensure client follow-up to confirm resolution and maintain strong client relationships.