Onsite Helpdesk Supervisor

Onsite Helpdesk Supervisor

Overall Responsibility:

The Onsite Helpdesk Supervisor is a working leader responsible for providing hands-on desktop support while managing a team of onsite support technicians.

This role ensures high-quality technical service delivery, maintains strong customer relationships, and oversees day-to-day operations to meet both client and business expectations.

Key Responsibilities:

• Supervise daily activities of full-time MCPC employees, including performance reviews, coaching, corrective actions, and career development.

• Provide hands-on desktop support, troubleshooting hardware/software issues, and resolving end-user incidents.

• Act as the primary point of contact for client-side coordination and relationship management.

• Ensure timely resolution of service tickets and adherence to SLAs and KPIs.

• Monitor team workload and prioritize tasks to maintain operational efficiency.

• Conduct regular team meetings to communicate updates, share best practices, and foster collaboration.

• Assist in hiring, onboarding, and trainin

g new team members.

• Maintain accurate documentation of procedures, asset inventory, and support activities.

• Escalate unresolved issues to appropriate internal teams and follow through to resolution.

• Running daily and monthly reports.

• Collaborate with internal departments (e.g., Service Desk, Infrastructure, Security) to support cross-functional initiatives.

• Identify opportunities for process improvement and contribute to continuous service enhancement.

• Ensure compliance with company policies, client requirements, and IT security standards.

• Support project execution and rollout of new technologies or upgrades at the client site.

• Provide backup coverage and support during absences or peak demand periods.

• Maintain a professional and customer-focused demeanor in all interactions.

• Participate in remote on-call support one week per month to ensure coverage outside of standard business hours.

Key Outcomes of the Position:

• A positive and productive support environment for both employees and clients.

• Consistent delivery of high-quality technical support aligned with business and customer expectations.

• Strong client satisfaction through proactive communication and reliable service.

• A well-managed, motivated, and high-performing onsite support team.

Experience and Educational Requirements:

• A+, or equivalent work experience required.

• Experience with Active Directory.

• Minimum 2 years of experience in desktop/ hardware/software support in a networked environment.

• Azure Entra ID knowledge/experience a plus.

• Experience supporting enterprise-level customers.

• Basic understanding of TCP/IP networking and troubleshooting.

• Proven ability to lead and manage technical teams in a structured, process-driven environment.

• Must be physically able to lift up to 30 pounds.

Physical Requirements:

Frequent sitting, standing, walking, stooping/crouching, pushing/pulling, and lifting up to 30 lbs. Requires coordination of hands, eyes, and feet; verbal and numerical intelligence. Work is typically performed in a temperature-controlled office setting. Regular travel to other client or office locations may be required.

Additional Requirements:

Regular attendance and punctuality are essential. Onsite presence is required to supervise staff, collaborate with clients, and access necessary equipment. Flexibility to perform other job-related duties as assigned by management.