ROLE DESCRIPTION
Under the basic supervision of VP-IT Infrastructure, the Help Desk Supervisor leads and coordinates the daily operations of the Help Desk team, ensuring timely and effective resolution of technology issues reported through ticketing systems, IVR queues, email, and walk-ins. This role combines hands-on technical expertise with strategic oversight, requiring the ability to troubleshoot complex issues while aligning team performance with broader IT infrastructure goals. The supervisor manages technical support staff, oversees data processing activities, and ensures the accurate handling, processing, and maintenance of information systems.
Additionally, the role provides operational support for data center infrastructure, endpoint devices, edge network systems, diverse operating environments, telecommunications networks, and IT operations across remote locations.
The salary range for this position is $70,964 - $88,706 annually. Placement at any specific point within the stated range is not guaranteed for any candidate. Final compensation will be determined based on the selected candidate's qualifications, experience, and skills, as well as internal equity and organizational considerations.
Qualifications
- Travel required
- Occasional Travel throughout the City of Philadelphia or as assigned
- Minimum education
- Bachelor's degree in computer technology/information systems or a related field.
- Certifications, Clearances, and Licenses required
- A valid Driver's License is required
Minimum experience
- Three (3) years of progressively responsible experience in operating and supporting computer systems and peripheral equipment. Including scheduling work, managing operations, and resolving technical and operational issues.
- At least Two(2) of the required three (3) years of experience must include service in a supervisory role, with responsibility for overseeing staff in various sites, assigning work, and ensuring service delivery standards are achieved.
Alternative Qualifications
- An equivalent combination of education, related experience, training and or certifications may be considered upon review by HR.
Preferred Qualifications/Experience
- ITIL, Microsoft, Cisco, Oracle, and other professional IT certifications are desirable.
Supervisory Responsibilities
- The IT Help Desk Supervisor provides direct leadership, oversight, and performance management for the End User Support team.
- This position supervises a staff of approximately 5–10 employees and contingent workers.
Work environment
Work is primarily performed in a standard office environment.
Responsibilities
- Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
- Oversee daily activities of Help Desk staff, assign tasks, and ensure timely resolution of technical issues in accordance with service level agreements (SLAs);
- Serve as the primary escalation point for complex, high-priority, or sensitive issues, ensuring prompt resolution and clear communication with end users;
- Provide guidance, mentorship, training, and performance feedback to staff;
- ensure appropriate staffing levels and skill development;
- Track team performance, produce metrics, reports, and surveys, and apply insights to improve service delivery and operational efficiency;
- Administer and maintain endpoint management tools (e.g., antivirus, patching systems), ensuring system health, security, and compliance;
- Maintain accurate records of IT equipment, including assignments, usage, lifecycle status, and health reporting;
- Manage data center infrastructure, including server lifecycle, backup systems, cooling, UPS, and preventive maintenance scheduling;
- Collaborate with external vendors and service providers to support infrastructure, systems, and data center operations;
- Develop, review, and enforce IT procedures, operational standards, and documentation to ensure consistency and compliance;
- Oversee installation, testing, imaging, configuration, and troubleshooting of hardware and software systems.
- Prepare reports, bulletins, and documentation; communicate effectively with staff, management, and users to support operations and strategic goals.
- Participate in after-hours/on-call support, assist with security systems (e.g., surveillance, access control), maintain confidentiality, and support organizational strategic initiatives.
- Performs related duties as assigned
Knowledge of
- Principles and practices of network administration, system access, and security procedures
- WAN/LAN environments, network operating systems, and multi-domain infrastructures
- Network technologies, topologies, hardware, and administration protocols (e.g., TCP/IP)
- Relational databases and web- and Windows-based applications
- Networked system environments and device capabilities
- Maintenance standards for servers, network operating systems, and enterprise applications
- IT service management frameworks such as ITIL
- Enterprise email systems (e.g., Lotus Notes/HCL, Microsoft Exchange)
- Microsoft technologies including Windows OS, Active Directory, DNS, DHCP, and print services
Skills in
- Installing, configuring, and maintaining network components and operating systems
- Troubleshooting network, hardware, and software issues across multiple platforms
- Analyzing system and network problems; evaluating alternatives and implementing solutions
- Maintaining network infrastructure (routers, switches, hubs, cabling)
- Diagnosing equipment malfunctions and resolving technical issues efficiently
- Using productivity and technical tools (Microsoft Word, Excel, PowerPoint, Visio, Project)
- Strong analytical and problem-solving skills with attention to detail
- Time management and prioritization of multiple tasks and projects
- Effective verbal and written communication
- Customer service and user support
- Leadership and team management
Abilities to
- Ability to quickly identify and resolve network and system issues.
- Ability to manage and support multiple operating systems, applications, and platforms.
- Ability to assess priorities and manage competing demands effectively.
- Ability to build and maintain effective working relationships with diverse individuals.
- Ability to work collaboratively in a team environment.
- Ability to create staff development plans and track progress; Ability to maintain accurate records and documentation.
- Ability to communicate technical information clearly to non-technical users.
- Work environment; Work is primarily performed in a standard office environment.
- Ability to support organizational goals and adapt to changing technical environments
