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Avidex · 2 weeks ago

Help Desk Supervisor

Fremont, CA, US

Full-time

Onsite

Mid, Senior Level

$81K/yr - $100K/yr

4+ years exp

Avidex is a leading player in the audiovisual and IT integration industry, delivering cutting-edge solutions to a diverse range of clients. They are seeking a highly skilled and experienced Help Desk Supervisor to lead the day-to-day operations of their Contact Center, ensuring high-quality support and promoting a positive team culture.

AudioAudio/Visual EquipmentInformation Technology

Responsibilities

Supervise Help Desk staff, including timekeeping, PTO, expenses, attendance, and adherence to performance and conduct standards

Provide coaching, mentorship, and performance feedback to support individual and team success

Support hiring, onboarding, training, performance reviews, and disciplinary processes in compliance with company policies

Oversee daily Help Desk operations to ensure consistent, professional service delivery aligned with established processes and SLAs

Develop and manage daily objectives and resource plans to maximize team productivity

Monitor workloads, ticket volumes, and response times; adjust resources as needed

Identify opportunities to improve workflows and operational efficiencies in coordination with management

Provide case management support, including opening, tracking, updating, and reporting on service tickets and work orders

Monitor and report on key performance metrics and operational trends

Coordinate with vendors and subcontractors for service orders, RMAs, and return status

Manage subcontractor relationships that support Help Desk operations

Partner with management and cross-functional teams to support service delivery goals

Attend required training and maintain certifications as needed

Perform other duties as assigned to support business needs

Qualification

Call center managementTechnical support leadershipSalesforceAV managed servicesCase managementCustomer service skillsOrganizational skillsCommunication skillsDecision-making skills

Required

Associate degree or equivalent experience required

4–5 years of experience supporting call center or case management operations, including at least 2 years in a supervisory or management role

Experience leading customer service or technical support teams; experience overseeing technical teams is a plus

Strong computer skills with experience using business applications and multiple operating systems

Familiarity with call center or service management platforms

Ability to work effectively in a fast-paced, multitasking environment

Strong decision-making, organizational, and administrative skills

Excellent communication, listening, and customer service skills, with the ability to resolve issues professionally

Experience supporting recruiting, hiring, onboarding, and team integration efforts

Preferred

Bachelor's degree preferred

Salesforce experience is a plus

Knowledge of AV managed services operations is preferred

Benefits

Health, dental, and vision benefits.

401(k) retirement plan with match.

120 hours of PTO (accrued)

10 Paid Holidays.

8 hours to volunteer on your favorite cause.

Opportunities for professional growth and development.

Collaborative and innovative work environment.

Company

Avidex

Avidex is an award-winning, full service audiovisual firm. An innovative leader in the design, integration, project management, equipment It is a sub-organization of Telerent Leasing Corp.

Founded in 2003

Bellevue, Washington, USA

501-1000 employees