Switch · 2 hours ago
IT Help Desk Supervisor
LV Metro Area
Full-time
Onsite
Mid, Senior LevelSwitch is a company that designs, builds, and operates data centers while enabling future technology. The Help Desk Supervisor role is responsible for overseeing the IT Help Desk team to ensure high-quality support for internal users and managing team performance in a fast-paced environment.
Information Technology & Services
Responsibilities
Supervise daily Help Desk operations to ensure service level targets are met
Coach, mentor, and support Help Desk technicians, including onboarding and ongoing development
Ensure first-level troubleshooting and ticket handling standards are met before escalation
Manage escalated and complex support issues to resolution
Monitor ticket queues and workflows to ensure quality, accuracy, and timely response
Support and improve ITIL-aligned incident and service management processes
Maintain and improve the Help Desk knowledge base, documentation, and procedures
Analyze Help Desk activity and recommend improvements to tools, workflows, and processes
Prepare and review daily, weekly, and monthly service metrics and performance reports
Partner with IT management and other technical teams to coordinate issue resolution
Support training needs, including development of materials and delivery of new-hire training plans
Participate in hiring, interviewing, and performance evaluations
Promote a positive, professional support experience for internal clients
Ensure work is performed safely and in compliance with company policies
Qualification
Required
Experience supervising or leading a Help Desk or technical support team
Strong understanding of IT service management and first-level support practices
Familiarity with ITIL concepts and incident management workflows
Experience supporting Apple and Microsoft endpoint environments
Working knowledge of Microsoft Azure, Intune, and Microsoft 365
Ability to mentor junior staff and support skill development
Strong written and verbal communication skills
Willingness to travel occasionally as needed
Preferred
Bachelor's degree preferred, or an associate degree with relevant experience
ITIL Foundation and technical certifications such as A+, Network+, Security+, MCSA, MCSE, or CCNA are preferred
Benefits
Generous Benefits Package - Switch provides comprehensive coverage for you and your family that can be tailored to fit your personal needs, and more!
Company
Switch
Switch was founded in 2000 by CEO Rob Roy and stands at the forefront as the premier data center designer, builder and operator, owning 100% of its land and facilities.
Founded in 2000
1001-5000 employees
H1B Sponsorship
Switch 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 (4)
2024 (1)
Funding
Current Stage
Late StageLeadership Team
Gabe Nacht
Chief Financial Officer
Madonna Park
Chief Financial Officer
Recent News
2025-07-15
2025-04-22
2025-03-26
Company data provided by crunchbase