IT Operations & Help Desk Supervisor

For more than 40 years, Calian has been solving the world’s most complex problems by pairing the brightest minds with powerful technology. Calian solutions impact the world; from the satellites in space that connect us to the farms that feed us, from the medical professionals who care for us to the governments, schools, and companies that make the world better every day.LocationAllen, TXHybrid, USAJob TypeFull TimePosition OverviewWe are seeking a dedicated IT Operations & Helpdesk Supervisor to lead an on-site support team for a single enterprise mortgage client. This individual will work directly with a project manager, who will provide project scaffolding and high-level objectives. The supervisor will be responsible for translating those objectives into actionable tasks, determining resource allocation across the team, and ensuring successful project execution alongside day-to-day helpdesk operations.The ideal candidate has strong leadership skills, can thrive in high-stress environments, and has the ability to think critically while balancing multiple priorities. This role also requires occasional availability outside of standard business hours to support urgent internal requests, such as login or device issues for Loan Officers, which, if unresolved, could impact their ability to serve customers.ResponsibilitiesTeam Leadership & OversightSupervise a team of IT technicians supporting end users at the mortgage client’s office.Manage team schedules, workload distribution, and daily operations.Promote accountability, performance, and a healthy team culture through mentoring and conflict resolution.Step in for field coverage or escalations when necessary.Project Execution & CoordinationCollaborate directly with the Project Manager to receive high-level project objectives and task frameworks.Break down project goals into discrete tasks, assign responsibilities based on team strengths, and oversee progress through completion.Monitor project timelines, remove blockers, and communicate status to internal stakeholders and the project manager.Technical Support & EscalationsAct as an escalation point for advanced helpdesk tickets and technical incidents.Ensure service levels are met and that the support team is delivering timely, high-quality assistance.Create and maintain documentation, SOPs, and knowledge base content to support team growth and consistency.Client Engagement & CommunicationServe as a primary point of contact for the mortgage client’s IT leadership.Provide timely support for occasional urgent after-hours requests (e.g., password resets or device issues for Loan Officers).Ensure consistent communication between the helpdesk team and the client, especially during escalations or high-priority incidents.Qualifications3+ years of experience in IT support or helpdesk environments, with 1-2 years in a leadership role.Familiarity with:Microsoft Intune (endpoint management)Microsoft Entra (Azure AD/identity management)Cisco Meraki (network troubleshooting and basic configuration)Experience with Cloud platforms (AWS, Azure, Google Cloud)Strong troubleshooting skills with Windows OS, desktop/laptop hardware, and general network connectivity.Proven experience translating projects into task workflows and assigning duties based on team strengths.High emotional intelligence and the ability to lead confidently in high-stress environments.Strong communication, documentation, and critical thinking abilities.Strong aptitude for scripting in PowerShell or Python to assist with server administration, account creation, and workflow automation.EEO StatementCalian is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.# #SF#How we hireOur hiring process is designed to help us get to know you and discover if you are the best fit for our team. It's also an opportunity for you to gauge if a role at Calian is the right fit for you.Throughout the process, we’ll share details of the kind of work you’ll be doing, the projects you’ll be working on, the team you’ll be joining, and what it’s like working at Calian. Our biggest tip throughout the process is to just be your authentic self! Our commitment to diverse, yet highly specialized solutions require many different skills and abilities. We look for the best talent that can contribute to Calian’s success as well as enhance our culture. We encourage you to apply to a role or join our talent community and sign up for job alerts that match your area of expertise and what you are looking for in your next opportunity.During the recruiting process, you’re encouraged to notify us of any accommodations you may require. We’ll be happy to help. We give the same time and consideration to everyone who applies. Here are a few things you can do to ensure your application shines:Do your research on Calian, the department, and team you are looking to join Add a cover letter that explains why you are a good fit for this position Share a portfolio, personal websites, or links to your professional social media In your CV, highlight your key achievements - this is your time to brag Include dates! Share the timeline of your experience Stand out by tailoring your resume to each position you apply to Only apply to roles you’re genuinely interested in and that align to your experience Be prepared! Do your research on Calian, the department, and team you are looking to joinView the responsibilities for the role and find examples that demonstrate how you’ve completed these in your previous work experience Prepare a list of questions to ask us Dress business casual for your interview (virtual and in person) We assess your skills and fit, you assess our fit for you We keep you updated and share expectations as we make progress in the recruiting cycle Feel free to reach out to your Talent Acquisition Specialist at any time during the hiring process Related CareersIT Operations & Help Desk SupervisorAllen, TXHybrid, USAFull TimeIT & Cyber SolutionsInformation Systems & Information Technology2025-07-16