Help Desk Supervisor

Technical | Charlotte, NC

Job Type

Job Summary:

  • Manage escalated issues to resolution.
  • Ensure a high level of customer satisfaction.
  • Maintain a technical on-call schedule and timely responses to escalations both during normal business hours and after hours.
  • Drive promotion of proactive mindset, SLA compliance.
  • Implement new solutions, strategies, and processes to improve efficiencies.
  • Support strategic initiatives and provide general direction on non-routine projects.
  • Provide input to improve the stability, security, efficiency, and scalability of systems.
  • Ensure the Service Support team has the knowledge and training required to perform daily functions.
  • Guarantee a safe, secure, and legally compliant work environment.
  • Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
  • Maintain employee work schedules including assignments, job rotation, training, vacations, and paid time off, telecommuting, cover for absenteeism, and overtime scheduling.



Required Skills/Abilities: 

  • Strong technical aptitude including excellent troubleshooting skills.
  • Excellent organizational and time management skills with the ability to multi-task.
  • Ability to break down complex issues and develop root cause analysis and solutions.
  • Ability to communicate effectively (both verbally and in writing).
  • Highly motivated self-starter, able to lead initiatives as well as contribute as a team member.
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
  • Must be willing to commute and work in the Charlotte Area (28213).


Education and Experience:

  • 5+ years previous experience in IT operations environment.
  • Proven Leader with a history of talent development.
  • Experience communicating and reporting to Senior Leadership.
  • Knowledge and understanding of network infrastructure including cloud, VoIP/Telephony, and applications.
  • Experience with network monitoring systems configuration and maintenance.
  • Experience with technical writing and document management/control practices.


Physical Requirements: 

  • Prolonged periods of sitting or standing at a desk and working on computers.
  • Must be able to lift 15 pounds at times.
  • TelWare Support team is a 24/7/365 operation. Employees must be willing and able to work non-standard hours and perform on-call duties; including evenings, overnights, holidays, and weekends.

This position requires a passing score on the SSCA® Certification test (course and associated tests will be supplied by TelWare and can be reviewed at the following link


Salary Description
Based on experience


1133289 | Help Desk Supervisor