Internet Brands · 18 hours ago
Helpdesk Supervisor
El Segundo, CA
Full-time
Onsite
Mid, Senior Level
7+ years expInternet Brands is a fully integrated online media and software services company headquartered in El Segundo, California. The Helpdesk Supervisor will oversee the daily operations of the Helpdesk team, ensuring exceptional customer service and operational excellence across IT support functions.
B2BB2CE-CommerceInternetWeb Development
Responsibilities
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
Foster a positive, collaborative, and customer-focused team culture
Identify areas for development and provide mentorship, coaching, and training opportunities
Act as a hands-on technical leader, assisting with escalated incidents and complex troubleshooting
Serve as the primary Helpdesk office representative and technical point of contact for the region
Ensure adherence to IT policies, security standards, and compliance protocols
Collaborate with the network and infrastructure teams to maintain stable, efficient systems
Manage relationships and expectations with internal business units and key stakeholders
Communicate effectively with management on issues, service trends, and areas for improvement
Provide executive-level support for senior leadership, ensuring high satisfaction with responsiveness and discretion
Oversee the operational quality of all technology-related services within the office, including:
Conference room technology
Employee desk setups and IT onboarding
Printers, tech walk-up areas, and IT storage spaces
Partner with facilities and networking teams to ensure optimal technology performance across the office environment
Track satisfaction scores and implement improvements to enhance the user experience
Maintain and manage IT asset inventory, including procurement, tracking, and replacement
Ensure adherence to procurement policies, approval workflows, and budgetary guidelines
Coordinate license renewals, equipment orders, and vendor relationships
Conduct periodic audits for compliance, budget monitoring, and security assurance
Qualification
Required
Minimum 7 years of experience managing or supervising within a Helpdesk or IT support environment
Proven direct management experience leading technical teams
Strong background in technical troubleshooting and escalation management
Excellent communication and interpersonal skills with a customer service orientation
Ability to work hands-on in a dynamic environment while maintaining strategic oversight
Demonstrated ability to analyze performance data, identify trends, and drive process improvements
Strong organizational skills with attention to detail and follow-through
Familiarity with ITSM platforms (e.g., ServiceNow, Jira, Service Desk Plus, Zendesk)
Benefits
Health insurance options such as medical, dental, and vision coverage
Flexible spending accounts (FSA) for medical and dependent care
Short-term and long-term disability insurance
Life and AD&D insurance
401(k) retirement savings plan with a company match
Paid time off (PTO)
Paid holidays
Commuter benefits
Access to our Employee Assistance Program (EAP)
Well-being coaching services
Voluntary benefits such as home, auto and pet insurance
Discounted legal and financial services
Company
Internet Brands
Internet Brands is an internet media company that operates online media, community, and e-commerce sites in vertical markets.
5001-10000 employees
H1B Sponsorship
Internet Brands 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 (20)
2024 (45)
2023 (4)
2022 (3)
2021 (47)
2020 (17)
Funding
Current Stage
Public CompanyTotal Funding
$286.73MKey Investors
Impact Venture Partners
2014-07-08Post Ipo Equity· $6.73M
2014-06-03Acquired
2007-11-16IPO
Leadership Team
Robert Brisco
CEO
J
Joseph Rosenblum
CTO
Recent News
2025-10-16
Company data provided by crunchbase