Help Desk Supervisor

Position Title: Helpdesk Supervisor
Location: Remote or Hybrid
Reports To: Helpdesk Manager
Job Type: Full Time, Exempt

Who We Are Looking For

We’re looking for a Helpdesk Supervisor who can lead from the front while staying close to the work. This is a working supervisor role for someone who knows how to support field technicians, handle escalations, coach a small team, and keep help desk execution moving with clarity and urgency.

This person will supervise up to four help desk team members and help ensure site visits are supported the right way. You’ll keep the team aligned, improve documentation, track performance, identify trends, and step in when escalations need steady ownership. The right candidate is calm under pressure, direct in communication, and willing to dig into the details without losing sight of the bigger picture.

About Federated Service Solutions

At Federated Service Solutions, we help national brands execute complex technology rollouts with speed, precision, and accountability. Our work supports field teams, customers, and internal partners who rely on clear communication, strong follow-through, and practical problem-solving.

We build teams around ownership and outcomes. That means doing what needs to be done, communicating roadblocks early, supporting each other well, and improving the way work gets done every day.

What You’ll Do

• Own Help Desk site visit execution by making sure field technicians have the support, information, and issue resolution they need to complete work successfully.
• Develop and coach help desk team members through regular feedback, performance conversations, internal team meetings, and clear expectations.
• Build and maintain help desk support documentation, including process notes, escalation steps, troubleshooting guidance, and technician or customer support references.
• Track help desk metrics and optimize performance by monitoring ticket volume, aging issues, response times, quality of notes, and recurring support gaps.
• Identify trends and escalate recurring issues, process breakdowns, field support risks, or customer-impacting concerns to the Helpdesk Manager and appropriate internal teams.
• Serve as a working supervisor by handling escalated tickets, supporting urgent field needs, and helping the team resolve issues quickly and professionally.
• Partner with internal teams to improve communication, reduce repeat issues, and support consistent execution across site visits.
• Use Quickbase, Microsoft Office, customer portals, and related systems to document work, track activity, and support help desk operations.

What You Bring

• At least 2 years of help desk, technical support, field support, dispatch, or related experience.
• At least 1 year of supervisory, team lead, or coaching experience.
• Experience managing tickets, escalations, support queues, or technician-facing issue resolution.
• Comfort working in Quickbase, Microsoft Office, and customer portals as needed.
• Strong written documentation habits and the ability to create clear, useful support resources.
• Ability to interpret help desk activity and identify patterns, bottlenecks, or recurring issues.
• Calm, direct communication with technicians, customers, and internal teams.
• A working-supervisor mindset, meaning you can lead the team while also stepping into the work when needed.

Nice to Have

Experience supporting field technicians, site visits, technology rollouts, or multi-location service work is helpful. Familiarity with help desk reporting, internal process improvement, customer-facing support, or technician dispatch environments would also be valuable, especially for someone who enjoys finding patterns and turning those patterns into better team habits.

Who Shouldn’t Apply

This role is not a fit for someone who only wants to manage from a distance or avoid jumping into escalations when the team needs support. It is also not a fit for someone who lets tickets sit without follow-up, communicates vaguely, skips documentation, or waits for problems to become urgent before acting. The team needs a steady supervisor who can coach, own outcomes, and keep moving even when the day gets messy.

Why You’ll Love It Here

You’ll have a clear seat with real influence over how the help desk supports the field. Your work will directly impact technician success, customer experience, and the quality of site visit execution.

You’ll be trusted to lead, improve processes, coach your team, and raise the standard for how support gets delivered. This is a great role for someone who likes structure, action, accountability, and a team that cares about getting it right.

Our Benefits

Competitive compensation

Comprehensive benefits including Medical, Dental, Vision, 401K, and more

Paid time off and holidays

EEO Statement

Discrimination of any kind is not tolerated here. To learn more about EEO, visit www.dol.gov.