Help Desk Supervisor
Reporting to the Chief Information Officer (CIO) the Help Desk Supervisor serves in a key leadership role within the Information Technology team and is responsible for managing the day-to-day operations of the Help Desk while driving continuous improvement in support services. This position directly supervises and schedules Tier I Help Desk staff, provides Tier II/III support, and ensures that all support tickets are handled efficiently and in alignment with service level agreements.
This individual also acts as a critical liaison between the IT support team and the (CIO), coordinating the execution of Tier I projects and serving as a communication bridge to ensure strategic alignment and project completion. In addition, the Help Desk Supervisor is responsible for the coordination of IT support for diocesan schools inclusive of the weekly Help Desk schedule, school events requiring IT support and special testing requiring an IT staff member.
The successful candidate will be customer-focused, technically adept, organized, and capable of operating in a fast-paced, service-oriented environment.
Minimum Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 4 years of relevant technical experience, with at least 2 years in a supervisory or lead role.
- Excellent written and verbal communication skills.
- Proven ability to manage priorities and work under pressure.
- Strong interpersonal and organizational skills with a collaborative mindset.
- Ability to simplify complex technical concepts for non-technical users.
- Support the mission and values of the Diocese of Greensburg.
Job Preferred Skills
- The following MS certifications are highly recommended and preferred: Microsoft 365 Certified: Fundamentals, Microsoft Certified: Security, Compliance, and Identity Fundamentals, Microsoft Certified: Modern Desktop Administrator Associate, Administrator Associate, Microsoft Certified: Identity and Access Administrator Associate. The CompTIA Tech+ is an alternate certification but also preferred and desired for this role.
- Strong understanding of Windows OS, networking concepts, and cloud-based infrastructure (Meraki, M365, etc.).
- Experience with backup and recovery systems (e.g., Veeam), VPNs, firewalls and hybrid server configurations
- Knowledge for managing and maintaining accounts in a hybrid Exchange environment
- Familiarity with enterprise ticketing systems and remote support tools is a must.
- Project management experience and familiarity with tools such as Trello or Microsoft Project is a plus.
- Thorough understanding and work experience in M365 and Microsoft’s core cloud services like Teams and SharePoint.
Please send resumes to [email protected].
