{"schemaVersion":"jobsearcher.job.v1","id":"048933716e2636bdda1c84ce","url":"https://jobsearcher.com/jobs/048933716e2636bdda1c84ce","canonicalUrl":"https://jobsearcher.com/jobs/048933716e2636bdda1c84ce","title":"IT Helpdesk Supervisor","description":"Responsible for the day-to-day assignments of the HQ IT Concierge Staff, and the follow-up and reporting of all staff’s work performance. Manages the daily activities, monitors processes for improvement opportunities and ensures they are being followed. Resolves problems, arrives at possible solutions, and empowers staff to handle calls and tickets from start to finish. Available and equipped for escalations, by arriving at win-win scenarios. Tracks issues and has knowledge of change management. Responsible for service level agreements and response time to resolution for optimal results. Maintains system availability and prepares metrics to evaluate staff’s performance. Works with services staff and Users/Customers to ensure that service and delivery objectives are met. In-depth knowledge of quality assurance and performance assessment experience on key performance measures is essential. The position will master the process and procedures for the IT Concierge Desk Tier 1, Tech Support Workstation functions, and Tier 1 Audio Visual Support. Frontline Support and the escalation point of contact for the HQ Concierge Desk Staff prior to escalating to the HQ Regional IT Service Manager.\nDuties and Responsibilities:\n Responsible for day-to-day operations of the Headquarters IT Concierge Desk\n Responsible for assignments of Concierge Staff and work performance of all Service Staff\n Responsible for planning and coordination of Concierge service objectives and service delivery\n Responsible for providing timely and high-quality service and solutions to all customers\n Coordinates daily activities to resolve problems and resolve change management issues\nHandles escalations for HQ Concierge Desk prior to escalation to the HQ Regional IT Service Manager\nMonitors ticketing queues and ensures Service Level Agreements are met\nReports on key performance measures to evaluate staff performance\nResponsible for creating, implementing, and growing the Quality Assurance Program for the HQ Services Team\nWorks to improve work processes and improve on efficiencies\nParticipates in the Department's staff meetings and other service-oriented groups, attending mandated meetings and teleconferences; with such participation and duties including, agenda preparation, notetaking, and the distribution and follow-up on action items\nPartakes in technology research, evaluation, and quality checks and balances\nEnsures that 90% of all Service Desk tickets are resolved and responded to in a timely manner for the work unit\nStreamline the support that is provided to staff and customers\nTelework may be required (see description of Telework requirements in this posting)\nPerform other duties as assigned both onsite and remotely\n2\nKnowledge, Skills, and Abilities: The ideal candidate should possess the following:\nExcellent Verbal and Written Skills\nAnalytical Problem Solver\nAbility to diffuse escalations\nSelf-Motivated & Takes Initiative\nCustomer Focused & Results Driven\nTime Management & Organizational Skills\nDetail Oriented\nAwareness of Meeting Platforms\nKnowledge of Project Management Principles\nKnowledge of Quality Assurance\nSharePoint Administration is a PLUS!\nAwareness of Workstation Support functions\nAdvanced in Outlook, Word, and Excel\nJob Types: Temporary, Contract\nPay: $32.00 - $35.00 per year\nSchedule:\nMonday to Friday\nAbility to commute/relocate:\nOcoee, FL 34761: Reliably commute or planning to relocate before starting work (Required)\nWork Location: In person","company":"Tech Army","rawCompany":"tech army","city":"Ocoee","state":"FL","isRemote":false,"isActive":false,"createdAt":"2026-08-10T12:59:06.633Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-1011.00","title":"First-Line Supervisors of Office and Administrative Support Workers","slug":"first-line-supervisors-of-office-and-administrative-support-workers"},{"code":"39-1022.00","title":"First-Line Supervisors of Personal Service Workers","slug":"first-line-supervisors-of-personal-service-workers"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"IT Helpdesk Supervisor","description":"Responsible for the day-to-day assignments of the HQ IT Concierge Staff, and the follow-up and reporting of all staff’s work performance. Manages the daily activities, monitors processes for improvement opportunities and ensures they are being followed. Resolves problems, arrives at possible solutions, and empowers staff to handle calls and tickets from start to finish. Available and equipped for escalations, by arriving at win-win scenarios. Tracks issues and has knowledge of change management. Responsible for service level agreements and response time to resolution for optimal results. Maintains system availability and prepares metrics to evaluate staff’s performance. Works with services staff and Users/Customers to ensure that service and delivery objectives are met. In-depth knowledge of quality assurance and performance assessment experience on key performance measures is essential. The position will master the process and procedures for the IT Concierge Desk Tier 1, Tech Support Workstation functions, and Tier 1 Audio Visual Support. Frontline Support and the escalation point of contact for the HQ Concierge Desk Staff prior to escalating to the HQ Regional IT Service Manager.\nDuties and Responsibilities:\n Responsible for day-to-day operations of the Headquarters IT Concierge Desk\n Responsible for assignments of Concierge Staff and work performance of all Service Staff\n Responsible for planning and coordination of Concierge service objectives and service delivery\n Responsible for providing timely and high-quality service and solutions to all customers\n Coordinates daily activities to resolve problems and resolve change management issues\nHandles escalations for HQ Concierge Desk prior to escalation to the HQ Regional IT Service Manager\nMonitors ticketing queues and ensures Service Level Agreements are met\nReports on key performance measures to evaluate staff performance\nResponsible for creating, implementing, and growing the Quality Assurance Program for the HQ Services Team\nWorks to improve work processes and improve on efficiencies\nParticipates in the Department's staff meetings and other service-oriented groups, attending mandated meetings and teleconferences; with such participation and duties including, agenda preparation, notetaking, and the distribution and follow-up on action items\nPartakes in technology research, evaluation, and quality checks and balances\nEnsures that 90% of all Service Desk tickets are resolved and responded to in a timely manner for the work unit\nStreamline the support that is provided to staff and customers\nTelework may be required (see description of Telework requirements in this posting)\nPerform other duties as assigned both onsite and remotely\n2\nKnowledge, Skills, and Abilities: The ideal candidate should possess the following:\nExcellent Verbal and Written Skills\nAnalytical Problem Solver\nAbility to diffuse escalations\nSelf-Motivated & Takes Initiative\nCustomer Focused & Results Driven\nTime Management & Organizational Skills\nDetail Oriented\nAwareness of Meeting Platforms\nKnowledge of Project Management Principles\nKnowledge of Quality Assurance\nSharePoint Administration is a PLUS!\nAwareness of Workstation Support functions\nAdvanced in Outlook, Word, and Excel\nJob Types: Temporary, Contract\nPay: $32.00 - $35.00 per year\nSchedule:\nMonday to Friday\nAbility to commute/relocate:\nOcoee, FL 34761: Reliably commute or planning to relocate before starting work (Required)\nWork Location: In person","datePosted":"2026-08-10T12:59:06.633Z","dateModified":"2026-08-10T12:59:06.633Z","hiringOrganization":{"@type":"Organization","name":"Tech Army","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Ocoee","addressRegion":"FL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"048933716e2636bdda1c84ce"},"url":"https://jobsearcher.com/jobs/048933716e2636bdda1c84ce"}}