Helpdesk Supervisor

The Helpdesk Supervisor will oversee the daily operations of the Helpdesk team supporting IB's offices. This role combines hands-on technical expertise, team leadership, and stakeholder engagement to ensure exceptional customer service and operational excellence across IT support functions.

Requirements

• Minimum 7 years of experience managing or supervising within a Helpdesk or IT support environment.
• Proven direct management experience leading technical teams.
• Strong background in technical troubleshooting and escalation management.
• Excellent communication and interpersonal skills with a customer service orientation.
• Ability to work hands-on in a dynamic environment while maintaining strategic oversight.
• Demonstrated ability to analyze performance data, identify trends, and drive process improvements.
• Strong organizational skills with attention to detail and follow-through.
• Familiarity with ITSM platforms (e.g., ServiceNow, Jira, Service Desk Plus, Zendesk)

Benefits

• health insurance options
• flexible spending accounts (FSA)
• short-term and long-term disability insurance
• life and AD&D insurance
• 401(k) retirement savings plan with a company match
• paid time off (PTO)
• paid holidays
• commuter benefits
• Employee Assistance Program (EAP)
• well-being coaching services
• voluntary benefits such as home, auto and pet insurance
• discounted legal and financial services