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