Green Peak Staffing Solutions
Helpdesk Supervisor - IT
Green Peak Staffing Solutions, Washington, District of Columbia, us, 20022
Helpdesk Supervisor - IT
Green Peak Staffing Solutions
is seeking a Helpdesk Supervisor to guide a team responsible for day‑to‑day user support in a busy environment.
Location:
Washington, DC (Hybrid)
Base pay range:
$110,000 - $125,000 per year
Role Summary:
Oversee ticket intake, routing, and resolution while ensuring high service quality. Provide leadership, coaching, and performance support for Service Desk Analysts. Work closely with the IT Support Manager and other technical teams to maintain a dependable and positive support experience.
Core Responsibilities
Provide daily direction to Service Desk Analysts, including workload planning and shift coverage.
Coach team members, support skill development, and participate in performance discussions.
Foster a service‑oriented, collaborative environment focused on responsiveness and accuracy.
Oversee ticket intake, routing, and resolution to ensure timely handling of support requests.
Monitor ticket queues, escalations, and step in on complex or time‑sensitive issues.
Keep documentation and internal procedures current and easy for analysts to follow.
Track key performance indicators and provide regular updates to leadership.
Identify recurring issues or bottlenecks and recommend practical improvements.
Coordinate with other IT teams on system updates, rollouts, and troubleshooting.
Assist with small projects, equipment refresh efforts, and user‑facing initiatives.
Qualifications
Associate degree or equivalent experience.
Experience supervising or leading a Service Desk or Help Desk team.
Familiarity with ITIL concepts (certification is a plus).
Strong understanding of Windows environments and Microsoft Office applications.
Experience with ticketing systems and service desk reporting tools.
Ability to troubleshoot desktops, laptops, printers, and related hardware.
Clear communication skills and the ability to work with staff at all levels.
Comfortable coordinating multiple priorities in a fast‑moving environment.
Strong judgment, professionalism, and the ability to handle confidential information.
Background in professional services is helpful but not required.
Who Thrives In This Role
A steady team leader who brings structure and consistency.
Someone who can balance hands‑on support with oversight responsibilities.
A person who pays attention to patterns, looks ahead, and suggests improvements.
Someone who enjoys helping people and keeping operations running smoothly.
No third‑party candidates please.
#J-18808-Ljbffr
is seeking a Helpdesk Supervisor to guide a team responsible for day‑to‑day user support in a busy environment.
Location:
Washington, DC (Hybrid)
Base pay range:
$110,000 - $125,000 per year
Role Summary:
Oversee ticket intake, routing, and resolution while ensuring high service quality. Provide leadership, coaching, and performance support for Service Desk Analysts. Work closely with the IT Support Manager and other technical teams to maintain a dependable and positive support experience.
Core Responsibilities
Provide daily direction to Service Desk Analysts, including workload planning and shift coverage.
Coach team members, support skill development, and participate in performance discussions.
Foster a service‑oriented, collaborative environment focused on responsiveness and accuracy.
Oversee ticket intake, routing, and resolution to ensure timely handling of support requests.
Monitor ticket queues, escalations, and step in on complex or time‑sensitive issues.
Keep documentation and internal procedures current and easy for analysts to follow.
Track key performance indicators and provide regular updates to leadership.
Identify recurring issues or bottlenecks and recommend practical improvements.
Coordinate with other IT teams on system updates, rollouts, and troubleshooting.
Assist with small projects, equipment refresh efforts, and user‑facing initiatives.
Qualifications
Associate degree or equivalent experience.
Experience supervising or leading a Service Desk or Help Desk team.
Familiarity with ITIL concepts (certification is a plus).
Strong understanding of Windows environments and Microsoft Office applications.
Experience with ticketing systems and service desk reporting tools.
Ability to troubleshoot desktops, laptops, printers, and related hardware.
Clear communication skills and the ability to work with staff at all levels.
Comfortable coordinating multiple priorities in a fast‑moving environment.
Strong judgment, professionalism, and the ability to handle confidential information.
Background in professional services is helpful but not required.
Who Thrives In This Role
A steady team leader who brings structure and consistency.
Someone who can balance hands‑on support with oversight responsibilities.
A person who pays attention to patterns, looks ahead, and suggests improvements.
Someone who enjoys helping people and keeping operations running smoothly.
No third‑party candidates please.
#J-18808-Ljbffr