ITR Group
Help Desk Support Supervisor/Lead
Location:
Columbus, OH ( On-Site ) Type:
6-Month Contract-to-Hire Direct Reports:
Up to 10 Work authorization status requirements:
US Citizen or GC holder W2 hourly only,
no c2c Seeking a
hands-on IT Support Supervisor
to lead a support team in Columbus. This role combines people leadership with technical expertise-you'll manage tickets, phone queues, and staff performance while also providing L2/L3 IT support. The IT Support Supervisor will serve as the first point of escalation, coach the team, and ensure the SLAs are met and deliver excellent customer service.
What You'll Do
Supervise IT Support team (up to 10 staff) and oversee day-to-day service desk operations. Act as escalation point for tickets, phone calls, and technical troubleshooting. Provide direct technical support (L2/L3) across Active Directory, Office 365, and Windows environments. Monitor ticket queues and phone coverage; ensure SLA compliance. Coach, mentor, and develop support analysts. Maintain knowledge base documentation and streamline IT processes. Communicate updates, inventory needs, and priorities to IT leadership. Travel quarterly to Cleveland sites (expenses reimbursed). What We're Looking For
3+ years in IT support (help desk/service desk). 1+ year in a supervisory or lead role. Strong knowledge of Active Directory, Office 365, and ITSM principles. Familiarity with ServiceNow, Intune, Autopilot, Azure, BitLocker, and RingCentral. Excellent communication, customer service, and team coaching skills.
Additional info: On-site in Columbus with occasional Cleveland travel.
ITR Group offers a competitive compensation and benefits package, including medical, dental, and 401(k) for eligible employees. The W2 pay range for this type of role is approximately $30.00 - $38.00 per billable hour. This range is an estimate and not a guarantee of compensation. The final rate will be determined by factors such as experience, market trends, and specific job assignments. Discover more about how ITR Group connects top talent with leading client opportunities.
Columbus, OH ( On-Site ) Type:
6-Month Contract-to-Hire Direct Reports:
Up to 10 Work authorization status requirements:
US Citizen or GC holder W2 hourly only,
no c2c Seeking a
hands-on IT Support Supervisor
to lead a support team in Columbus. This role combines people leadership with technical expertise-you'll manage tickets, phone queues, and staff performance while also providing L2/L3 IT support. The IT Support Supervisor will serve as the first point of escalation, coach the team, and ensure the SLAs are met and deliver excellent customer service.
What You'll Do
Supervise IT Support team (up to 10 staff) and oversee day-to-day service desk operations. Act as escalation point for tickets, phone calls, and technical troubleshooting. Provide direct technical support (L2/L3) across Active Directory, Office 365, and Windows environments. Monitor ticket queues and phone coverage; ensure SLA compliance. Coach, mentor, and develop support analysts. Maintain knowledge base documentation and streamline IT processes. Communicate updates, inventory needs, and priorities to IT leadership. Travel quarterly to Cleveland sites (expenses reimbursed). What We're Looking For
3+ years in IT support (help desk/service desk). 1+ year in a supervisory or lead role. Strong knowledge of Active Directory, Office 365, and ITSM principles. Familiarity with ServiceNow, Intune, Autopilot, Azure, BitLocker, and RingCentral. Excellent communication, customer service, and team coaching skills.
Additional info: On-site in Columbus with occasional Cleveland travel.
ITR Group offers a competitive compensation and benefits package, including medical, dental, and 401(k) for eligible employees. The W2 pay range for this type of role is approximately $30.00 - $38.00 per billable hour. This range is an estimate and not a guarantee of compensation. The final rate will be determined by factors such as experience, market trends, and specific job assignments. Discover more about how ITR Group connects top talent with leading client opportunities.