Help Desk Supervisor

JOB TITLE: Help Desk Supervisor

REPORTS TO: Help Desk Manager

JOB TYPE: Full Time

DAYS/HOURS: Minimally 40 hours/week Mon- Fri, between the hours of 7am and 9pm. Can include some Saturdays and holidays as needed. 1^st contact for all Help Desk issues during open hours.

LOCATION: 2831 Research Drive, Rochester Hills, MI 48309

This role is a hybrid position. Onsite collaboration will be required 3 or more days per week, Monday through Friday.

Who is SolvIT, Inc.?

SolvIT, Inc. provides a strategic approach to technology, leveraging cost-effective business automation solutions for our customers. Our solutions include software development, infrastructure cloud hosting, managed IT services, and technical support services.

Based out of Rochester Hills, Michigan, we continuously strive to provide excellent customer service by building a team of individuals that are caring, service-focused, change leaders, who believe in teamwork. We know that our team members are vital to our success, and we are continuously seeking individuals who will thrive as part of our innovative and talented staff.

What does the Help Desk Supervisor do?
The Help Desk Supervisor is responsible for overseeing daily help desk operations, supporting and developing help desk staff, and ensuring timely, high quality technical support for customers, and ensuring all Service Level Agreement requirements are met. This role balances hands on technical guidance with people leadership, process improvement, and customer satisfaction.

What you will be doing:

• Supervise and support the day-to-day operations of the IT Help Desk
• Manage escalated technical issues by handling calls for complex or high-priority situations.
• Lead, coach, and mentor help desk team members to promote growth and performance
• Monitor ticket queues, workloads, and service levels to ensure SLAs are met
• Ensure consistent documentation, ticket updates, and knowledge base usage
• Partner with leadership to improve processes, tools, and service delivery
• Conduct regular performance check ins, feedback, and training sessions
• Promote a customer focused, collaborative support culture

What makes you qualified:

• High School Diploma or equivalent
• 1-2 years of experience in a supervisor or team lead position
• 3+ years of experience in IT support or help desk environments
• Strong understanding of common IT support tools, ticketing systems, and workflows
• Excellent communication and customer service skills
• Ability to prioritize, multitask, and make sound decisions under pressure
• Experience with Windows, Microsoft 365, and basic networking concepts
• Ability to learn and apply automotive and IT technology and concepts
• Excellent customer service experience with the ability to interface with diverse client base with variable technical knowledge
• Strong organizational skills
• Positive Attitude
• Fluent in English, with excellent written and verbal skills

What makes you an All-Star:

• Associate’s Degree
• Familiar with HDI and/or ITIL ideologies
• Understands automotive terminology related to networking
• Fluent in French or Spanish written and spoken.

Can you meet these physical demands?

• Physical demands:  Non-strenuous with low risk; primarily sedentary with some walking, standing, and carrying of light objects; Adequately lighted, ventilated and climate-controlled area where normal precautions must be observed.  For certain tasks, must be able to visually differentiate varying degrees of wire colors.
• Work environment: Work is generally performed within a normal office environment using standard office equipment; Moderate noise typical of a business office; Travel for company business may be required to attend off-site meetings, etc; May require early morning, night, and weekend work assignments; Interaction with contracted providers, staff and vendors by phone and face-to-face will be constant and may be disruptive; Work may be stressful at times.

Do you have clearance to work?              

• Signing the Company non-solicitation and non-disclosure agreements.
• Acceptable results from a Company initiated background check.
• Compliance with the federal Form I-9 completion timelines and policies and confirmation of employment authorization by the U.S. federal electronic system, E-Verify.
• • All newly-hired employees are queried through the U.S. federal electronic employment verification system, E-Verify.  Section 1 of the Form I-9 may be completed upon your acceptance of this job offer, but no later than your first day of employment.  On your first day, but no later than your third day, you will need to bring original documentation to verify your eligibility to work in the U.S.

 What’s in it for you?

• Medical, Dental, Vision, Dependent Care FSA, and Life & Disability Insurance
• Paid Time Off
• 401(k), company matches up to 4%
• Fun and flexible work environment

Equal Employment Opportunity: SolvIT’s employment practices and decisions are based on job qualifications, performance, and conduct without regard to race, color, religion, national origin, age, sex (including pregnancy and conditions related to pregnancy), marital or veteran status, height, weight, disability, genetic information, misdemeanor arrest record, sexual orientation, transgender status, or any other legally protected status.