Dobbs Peterbilt ยท 2 weeks ago
IT Helpdesk Desktop Support Supervisor
Sumner, WA
Full-time
Onsite
Mid, Senior LevelDobbs Truck Group operates 25 commercial truck dealerships and is seeking an IT Helpdesk Desktop Support Supervisor. This role provides leadership and oversight to the Help Desk team, ensuring high-quality technical support for operational and production employees while also handling hands-on support for various IT tasks.
Transportation/Trucking/Railroad
Responsibilities
Provide high-quality end-user support and ensure outstanding customer service experience for all employees, partners, and customers
Lead, mentor, and develop the Help Desk team, providing daily guidance, coaching, and support for both local and remote staff
Conduct quarterly and annual performance reviews of the Technical Support Specialists, and support ongoing employee development, training, and skill advancement
Exercise independent judgment and discretion while triaging, prioritizing, and resolving complex customer issues and service requests across multiple tools and platforms
Oversee ticket assignment, workflow management, escalation paths, and documentation standards within the ITSM platform, ensuring appropriate communication to end users and internal teams
Set up and administer user accounts, permissions, and application access for new hires, transfers, terminations, and access modifications
Procure, install, repair, replace, and update computers, smartphones, tablets, printers, peripherals, and related computing accessories
Install and configure approved software applications in adherence to IT security and operational standards
Collaborate with IT team members to test, validate, and refine endpoint images, ensuring consistent and stable computing environments
Work closely with internal business units and cross-functional partners to ensure customer issues are resolved efficiently and service requests are followed through to completion
Escalate incidents related to hardware, software, networking, and system interfaces while documenting progress, action steps, and final resolution
Ensure timely communication of critical events or outages to leadership, affected departments, and support teams, tracking issues through full resolution
Enforce adherence to IT policies, procedures, documentation standards, ticket-handling expectations, and security practices
Gather and document detailed information from customers regarding issues and requirements, ensuring accurate and complete handoffs to others
Qualification
Required
Leadership experience in a Help Desk or technical support environment
Strong customer service skills and experience in providing high-quality end-user support
Ability to exercise independent judgment and discretion in addressing complex or time-sensitive issues
Experience in mentoring and developing team members
Knowledge of ITSM platforms and ticket management processes
Technical expertise in installing, configuring, maintaining, and troubleshooting computer hardware and software
Experience with user account management, including permissions and application access
Ability to collaborate with cross-functional teams and internal business units
Strong communication skills for documenting issues and resolutions
Understanding of IT security and operational standards
Company
Dobbs Peterbilt
Dobbs Peterbilt is a premier commercial truck dealership group dedicated to keeping businesses moving with reliability, integrity, and unmatched customer service.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase