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cb20 Managed IT & AV Services · 1 week ago

Help Desk Supervisor

Malta, NY

Full-time

Onsite

Mid, Senior Level

$80K/yr - $80K/yr

3+ years exp

cb20 is seeking a Help Desk Supervisor to oversee a 24 x 7 team of Tier 1 & Tier 2 Support Engineers. This role involves operational leadership, ensuring service-level expectations, and driving continuous improvement in help desk processes while collaborating with cross-functional teams for client onboarding and operational efficiency.

Information Technology & Services

H1B Sponsor Likely

Responsibilities

Supervise and mentor a team of Tier 1 & Tier 2 Engineers, ensuring consistent service delivery and customer satisfaction

Monitor individual and team performance using KPIs, SLAs, quality metrics, and adherence expectations

Conduct regular coaching, 1:1s, performance evaluations, and skills development planning

Oversee scheduling, workload distribution, and escalation management to maintain adequate coverage

Provide 24x7 supervisory escalation coverage, supporting weekend, overnight, and off-hours teams by addressing operational issues, decision points, and management-level escalations as needed

Maintain day-to-day ownership of ticket queues, triage workflows, and incident resolution processes

Ensure all tickets are logged, categorized, prioritized, and resolved according to established procedures

Review and analyze dashboards, SLA trends, and operational reports to identify opportunities for improvement

Drive consistency in communication, documentation, and troubleshooting standards across the team

Partner with the implementation team to prepare Tier 1 & Tier 2 engineers for new client deployments and transitions into steady-state operations

Assist in building and refining onboarding materials, including runbooks, SOPs, knowledge-base articles, and workflow guides

Coordinate training sessions for new and existing team members on client environments, tools, and expectations

Support post-go-live stabilization by monitoring early ticket patterns and ensuring proactive process adjustments

Participate in recruiting efforts for Tier 1 engineers and Tier 2, including candidate screening, interviews, and selection to ensure staffing readiness for new implementations and long-term support

Develop, document, and maintain Tier 1 & Tier 2 operational processes, including escalation paths, troubleshooting steps, and communication standards

Implement process enhancements to improve first-contact resolution, reduce escalations, and streamline workflows

Partner with leadership to define and refine help desk best practices, quality assurance frameworks, and service delivery models

Lead or contribute to improvement initiatives, innovation sessions, and periodic service reviews

Serve as an escalation point for customer issues requiring supervisory intervention

Participate in client meetings, onboarding calls, and periodic service reviews as needed

Ensure alignment between client expectations and help desk capabilities by communicating updates, risks, and operational changes

Support relationship-building with internal teams (NOC, engineering, project management) to ensure seamless service delivery

Qualification

ITSM platformsTier 1 & Tier 2 supportCoaching teamsIncident managementProcess developmentClient onboardingITIL principlesExceptional communicationOrganizational skillsFast-paced environment

Required

3–5 years of experience in a help desk or service desk environment, with at least 1–2 years in a supervisory or lead role

Strong understanding of Tier 1 & Tier 2 technical support workflows, incident management, and troubleshooting fundamentals

Experience with ITSM platforms (Autotask, ServiceNow, ConnectWise, or similar)

Demonstrated ability to coach teams, manage performance, and drive operational excellence

Exceptional communication, documentation, and organizational skills

Ability to manage multiple priorities and thrive in a fast-paced, customer-centric environment

Preferred

Experience supporting client onboarding or technical implementations

Familiarity with ITIL principles and service management best practices

Background in developing SOPs, knowledge-base articles, or training materials

Exposure to managed services, MSP operations, or multi-client environments

Company

cb20 Managed IT & AV Services

cb20 is an award-winning provider of managed IT and audio visual services, proudly serving organizations across New York, Massachusetts, and the greater New England region.

Founded in 1981

Schenectady, New York, USA

51-200 employees

https://cb20.com

H1B Sponsorship

cb20 Managed IT & AV Services has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)