Helpdesk Supervisor

Description

Helpdesk Supervisor
IB HQ, El SegundoThe Helpdesk Supervisor will oversee the daily operations of the Helpdesk team supporting IB’s offices. This role combines hands-on technical expertise, team leadership, and stakeholder engagement to ensure exceptional customer service and operational excellence across IT support functions. The ideal candidate is an experienced leader with a strong background in technical troubleshooting and helpdesk management, committed to maintaining service quality and continuous improvement.Key Responsibilities: 
Team Leadership & Performance Management

Lead and develop the West Coast Helpdesk operations team, driving performance to deliver exceptional technical support and user satisfaction.

Oversee team performance metrics, ensuring response and resolution within defined SLAs.

Monitor team schedules, availability, and workload distribution to maintain optimal coverage.

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