Abou the Role:

This is a full-time remote role for an Information Technology Help Desk Supervisor. The IT Help Desk Supervisor will be responsible for overseeing daily operations of the help desk, providing technical support and troubleshooting services, and managing a team of help desk staff. Additional duties include developing and implementing help desk policies and procedures, ensuring high levels of customer satisfaction, and continuously improving the efficiency of help desk services.

Qualifications:

• Information Technology and Technical Support skills
• Experience in Troubleshooting and resolving technical issues
• Team Leadership and Team Management skills
• Excellent communication and interpersonal skills
• Ability to work independently and remotely
• Experience in the IT service industry is a must
• Bachelor’s degree in Information Technology, Computer Science, or a related field

Must Have Hands-on Experiences with the following:

• RMM tools - NinjaRMM, Connectwise, Solarwinds, Atera, Datto
• Active Directory / Azure AD
• MS 365 Admin
• End-User Technical Troubleshooting
• Basic to intermediate understanding of networking (TCP/IP, DNS, DHCP, VPNs).
• Familiarity with firewalls, switches, routers troubleshooting at an L2 level.
• Strong documentation practices in ticketing systems (e.g., Zendesk, ServiceNow).
• Familiarity with backup and recovery solutions (e.g., Veeam, Datto).
• Exposure to virtualization (VMware, Hyper-V) is a plus.
• Awareness of security best practices (endpoint security, MFA, phishing awareness).