Supervisor, IT Helpdesk

About the role

SpotOn is looking for an IT Helpdesk Supervisor to provide daily oversight of the Helpdesk team. The role ensures prompt, efficient IT support so colleagues can meet SpotOn’s growth objectives. You will guide staff, monitor service levels, and help maintain high‑quality technical assistance.

Key responsibilities

• Guide Helpdesk staff on procedural, policy, and technical questions.
• Ensure service‑level agreements (SLAs) are met and address any issues.
• Maintain adherence to staff schedules and manage direct‑report issues.
• Conduct bi‑weekly one‑on‑ones and weekly regional meetings.
• Mentor, train, and develop Helpdesk personnel.
• Collaborate cross‑functionally with other technology teams.
• 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.
• High school diploma or higher.
• Minimum three years of experience with Okta, Google Workspace, and Macintosh/Windows administration.

Required skills

• Okta User/Group Administration.
• Google Workspace User/Group Management/Administration.
• Macintosh and Windows configuration and administration.
• Desktop hardware troubleshooting.
• PC hardware upgrading and basic repair.
• Networking technologies.
• VoIP softphone deployment and troubleshooting.