Description Job TitleIT Support Supervisor / Help Desk Manager IT
Company OverviewA globally recognized professional services organization based in Los Angeles, California, with offices across major U.S. cities, delivers high-impact expertise in a fast-paced, client-centric environment. The organization prioritizes operational excellence, secure systems, and reliable technology support to serve its distributed workforce. Its IT function plays a mission-critical role in ensuring seamless service delivery and a high standard of user experience across the enterprise.
Role SummaryThe IT Support Supervisor will oversee daily help desk operations and lead a team of support specialists, ensuring consistent, high-quality service delivery. Supporting a distributed workforce anchored in Los Angeles, California, this role focuses on team leadership, operational excellence, and escalation management in a complex, enterprise environment. The position requires a strong balance of technical expertise, leadership capability, and the ability to engage confidently with senior stakeholders.
Key Responsibilities- Lead, manage, and mentor a team of IT Support Specialists, driving performance and professional development
- Oversee day-to-day help desk operations, including ticket queues, calls, and service channels
- Ensure adherence to service level agreements and maintain high standards of service delivery
- Act as the primary escalation point for complex or high-impact technical issues
- Analyze service data, identify trends, and implement process improvements to enhance efficiency
- Coordinate staffing, workload distribution, and resource planning to ensure consistent coverage
- Collaborate with IT leadership and cross-functional teams to resolve systemic issues
- Prepare and present operational reports, metrics, and insights to leadership
- Support hiring, training, performance management, and disciplinary actions for team members
- Contribute to continuous improvement initiatives, documentation, and operational workflows
Compensation & Benefits- $105,000 with overtime eligibility
- Discretionary bonus opportunities
- Comprehensive medical, dental, and vision coverage
- 401(k) with employer contributions and profit-sharing plan
- Paid vacation, sick time, and personal days
Additional Details- Remote work environment aligned to core collaboration hours
- Must be located near a major company office for occasional in-person needs: Atlanta, Austin, Boston, Chicago, Dallas, Houston, Los Angeles (HQ in DTLA), Miami, New York, Salt Lake City, San Francisco, Seattle, Silicon Valley, Washington D.C., Wilmington
- Requires availability for after-hours support and on-call responsibilities
- Non-exempt role with expected overtime (approximately 5-10 hours per week)
Requirements Required Qualifications- 4+ years of experience supporting IT systems in a large professional services or enterprise environment
- 2+ years of experience leading or supervising technical support teams
- Strong proficiency with Microsoft 365 and enterprise productivity tools
- Hands-on experience supporting Citrix environments and troubleshooting connectivity/performance issues
- Strong knowledge of Windows operating systems and enterprise applications
- Proven ability to manage escalations and interact with senior stakeholders
- Excellent communication, leadership, and organizational skills
Preferred Qualifications (Nice-to-Haves)- Experience working in a large, highly distributed or global organization
- Familiarity with legal or regulated industry environments
- Experience analyzing service metrics and driving operational improvements
- Bachelor's degree in a related field
- Strong ability to manage competing priorities in a fast-paced environment
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