Help Desk Supervisor

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family.  Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive.  We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. 

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Requirements:

• Supervise the IT Support team, overseeing workflow, scheduling, performance, and professional development. Provide coaching and encouragement for continuous improvement and career growth.
• Manage IT Support operations, including call center management and ticket system administration, ensuring timely and efficient resolution of user issues. Provide regular monthly reporting to management for strategic decision-making.
• Collaborate with other departments to improve new hire orientation and training. Identify training needs, create materials, and lead sessions to ensure employees are equipped with the necessary IT skills.
• Ensure users are supported with a thorough understanding of IT equipment and networks. Organize troubleshooting efforts and facilitate equipment repair when necessary.
• Oversee user account administration, including permissions and access rights in Active Directory. Maintain accurate documentation and IT forms for account setup and updates.
• Stay informed of company policies and IT procedures. Assist with the implementation of new technologies and ongoing system upgrades.
• Develop and maintain standard operating procedures (SOPs), training materials, and other documentation to support IT operations.
• Cultivate and maintain strong relationships with vendors to secure high-quality products and services.

Qualifications:

• Bachelor’s degree in Information Technology or related field, or equivalent experience.
• Minimum of 8 years of experience in IT support, with at least 3 years in a senior or supervisory role.
• Proficiency with Windows, Microsoft 365 applications and administration, call center management tools, help desk ticketing systems, and Active Directory. A basic understanding of networking is beneficial, though this role does not include network or server management.
• Exceptional interpersonal and communication skills—able to build strong relationships and communicate effectively with staff, vendors, and management.
• Effective prioritization and organizational skills to manage multiple tasks and meet deadlines.
• Experience in creating and delivering training materials.