IT Helpdesk Supervisor

About the role

The Helpdesk Supervisor oversees SpotOn’s internal IT Helpdesk team, ensuring rapid and accurate support for employees across the organization. This role coordinates ticket handling, monitors service level agreements, and drives continuous improvement of support processes.

Key responsibilities

• Guide Helpdesk staff with procedural, policy, and technical questions.
• Ensure SLAs are met and work with staff to address issues.
• Maintain adherence to the Helpdesk schedule and manage direct reports.
• Conduct bi‑weekly one‑on‑one meetings and weekly regional reporting meetings.
• Mentor and train Helpdesk personnel.
• Collaborate with other technology teams to ensure safe and proper operations.
• Assist with ticket handling, including escalation, fill‑in, and surge periods.

Required profile

• Ability to work independently.
• Proven experience building processes that improve quality, accountability, and timely ticket closure.
• Minimum three years of experience with Okta user/group administration.
• Minimum three years of experience managing Google Workspace users and groups.
• Strong knowledge of Macintosh and Windows configuration and administration.
• Proficiency in troubleshooting desktop hardware and performing basic PC repairs.
• Familiarity with networking technologies and VoIP softphone deployment.

Required skills

• Okta administration
• Google Workspace administration
• Macintosh configuration
• Windows configuration
• Desktop hardware troubleshooting
• PC hardware repair
• Networking technologies
• VoIP softphone deployment