The IT Systems & Helpdesk Supervisor holds primary responsibility for overseeing the maintenance and implementation of IT systems and managing helpdesk tickets.
This role includes handling all Tier IV escalations, which require administrative-level attention, and ensuring that all other tickets are resolved promptly and appropriately.
The supervisor will directly oversee IT department personnel responsible for systems management and helpdesk support.
Responsibilities include conducting regular performance evaluations for direct reports and approving their timesheets.
Additionally, the IT Systems & Helpdesk Supervisor is tasked with planning, executing, and delivering new IT projects or initiatives related to systems and helpdesk operations.
This role involves providing a final review of all helpdesk and systems-related reports and tasks on a weekly basis to the Director of IT.
The supervisor will also participate in bi-weekly meetings with the Director of IT to discuss the progress of ongoing projects and employee performance.
Maintains systems efficiency and coordinates with 3rd party vendors to meet business objectives.
Establish annual IT goals and initiatives with direct reports and ensure that deliverables are met in a timely manner.

Requirements

Certification with CompTIA and/or Microsoft.
One of the following certification stacks must be awarded within one year of hire date: CompTIA A+, Network+, Security+, Microsoft 365 Certifications.
At least 2 years of experience working in the following areas: Microsoft Entra administration, Microsoft O365 Web App administration, Microsoft Server 2016 and higher, VMware VSphere architecture, Linux OS (Debian/RHEL) and administration, Windows PowerShell and Batch scripts, MS Active Directory administration, Microsoft O365 and Entra admin tools.
Secret Clearance is required.
Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
Minimum Skills: Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner. Exceptional verbal and written communication skills. Excellent organizational, analytical, and problem-solving skills with high-level attention to detail. Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner. Must be self-motivated and able to work well independently as well as on a multi-functional team. Ability to handle sensitive and confidential information appropriately. Proficient in MS Office, Word, Outlook, PowerPoint, and Excel. A cooperative mindset and a strong commitment to working with others, exemplified by a service-oriented approach. Proficiency in collaborating with and providing clear, effective instruction to individuals in technical support roles.

Benefits

Medical, Dental and Vision Insurance
Wellness Program
Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
Short-Term and Long-Term Disability options
Basic Life and AD&D Insurance (Company Provided)
Voluntary Life and AD&D options
401(k) Retirement Savings Plan with matching after one year
Paid Time Off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Microsoft Entra administrationMicrosoft O365 Web App administrationMicrosoft Server 2016VMware VSphere architectureLinux OSWindows PowerShellBatch scriptsMS Active Directory administrationMicrosoft O365 admin tools

Soft Skills

interpersonal skillsverbal communicationwritten communicationorganizational skillsanalytical skillsproblem-solving skillsattention to detailmultitaskingadaptabilityself-motivation

Certifications

CompTIA A+CompTIA Network+CompTIA Security+Microsoft 365 Certifications