Help Desk Supervisor

Information Technology | The Problem Solvers
We are a 1,000-piece puzzle. Each of us is essential, interconnected, and intentionally designed. Together, we create something powerful: media that matters, growth that lasts, and a culture we are proud to build.
As part of our Information Technology team, you're one of The Problem Solvers, helping make sure our people have the tools, systems, and support they need to do their best work. From resolving everyday technology challenges to keeping our teams connected across offices, our IT team brings the expertise, responsiveness, and thoughtful solutions that keep the agency moving. We believe great technology should make work easier, not more complicated, and that the support we provide behind the scenes has a direct impact on the work we bring to life.
WHAT YOU'LL DO
As our Help Desk Supervisor, you'll report directly to the IT Infrastructure Manager and lead the frontline support team responsible for keeping Attention Arc's people productive, connected, and supported. You'll oversee daily help desk operations, guide and develop our IT Help Desk Technicians, and ensure technology issues are resolved with the right balance of speed, accuracy, and care.
This is a hands-on leadership role for someone who has built a strong foundation in technical support and understands how to translate that expertise into a reliable, people-first service experience. You'll bring structure to help desk operations, confidence to complex technical challenges, and a proactive approach to identifying issues before they disrupt our teams.
You'll also be a trusted partner across the agency, supporting everything from everyday technology needs to high-priority client presentations, agency events, and system rollouts. You'll help connect frontline support with our broader IT infrastructure priorities, ensuring our technology experience keeps pace with the needs of a growing, performance-driven media agency.
Key Responsibilities
Help Desk Operations & Service Delivery
Lead day-to-day IT help desk operations, ensuring support requests are properly triaged, prioritized, assigned, and resolved within established service-level agreements (SLAs).
Manage the IT ticketing system, including ticket workflows, escalation procedures, service categories, and reporting, to maintain a consistent and responsive support experience.
Monitor incoming requests, ticket backlogs, resolution times, and recurring issues, proactively addressing service gaps and opportunities for improvement.
Serve as the escalation point for complex hardware, software, connectivity, and user-access issues, partnering with the IT Infrastructure Manager or external vendors when additional expertise is needed.
Establish clear support processes and service expectations that help employees receive timely, accurate, and thoughtful assistance.
Develop and maintain internal documentation, standard operating procedures (SOPs), troubleshooting guides, FAQs, and self-service resources to improve support consistency and efficiency.
Team Leadership & Development
Directly supervise, schedule, coach, and support Tier 1 and Tier 2 IT Help Desk Technicians, ensuring appropriate coverage and clear accountability across the team.
Provide technical guidance and escalation support, helping technicians build troubleshooting skills, confidence, and sound judgment.
Set performance expectations, provide ongoing feedback, and conduct performance evaluations that support individual development and team effectiveness.
Identify training needs and create opportunities for technicians to expand their technical knowledge, customer service capabilities, and problem-solving skills.
Foster a collaborative, service-oriented team environment where people feel supported, take ownership, and work together to solve challenges.
Partner with the IT Infrastructure Manager to align help desk staffing, priorities, and development needs with broader IT objectives.
Technical Support & Agency Technology
Provide advanced troubleshooting and support across Windows and macOS environments, including desktops, laptops, peripherals, operating systems, and standard business applications.
Support collaboration and productivity platforms, including Microsoft 365, Google Workspace, Slack, Teams, and other agency technology tools.
Assist employees using creative and production applications, including Adobe Creative Cloud and video editing software, escalating specialized issues when needed.
Troubleshoot common network connectivity, VPN, wireless access, cloud storage, and file-sharing issues, including workflows involving large media and creative assets.
Coordinate technology support for time-sensitive agency activities, including client pitches, presentations, production schedules, town halls, and other high-priority events.
Work with infrastructure and external technology partners to resolve recurring technical issues and improve the reliability of employee-facing systems.
Employee Technology Lifecycle & Security
Oversee IT onboarding and offboarding processes, ensuring timely account provisioning, access changes, equipment preparation, device recovery, and appropriate documentation.
Maintain accurate IT asset inventories, including laptops, desktops, peripherals, assigned equipment, and software licenses.
Support software license tracking and compliance, helping ensure technology resources are appropriately allocated and maintained.
Reinforce endpoint security practices, including device encryption, patch management, antivirus protection, and mobile device management (MDM) enrollment.
Support device management through platforms such as Jamf and Microsoft Intune, following established agency security policies and procedures.
Partner with the IT Infrastructure Manager to identify endpoint risks, maintain consistent device standards, and support secure technology access across the agency.
Coordinate technology access and equipment needs for hybrid employees, remote workers, and approved freelance or contractor resources.
IT Collaboration, Reporting & Process Improvement
Track and report help desk performance metrics, including ticket volume, response and resolution times, SLA adherence, recurring issues, and employee satisfaction.
Translate service trends and technical challenges into actionable recommendations for the IT Infrastructure Manager.
Identify opportunities to streamline support workflows, improve documentation, strengthen self-service resources, and reduce repeat incidents.
Partner with the IT Infrastructure Manager on technology upgrades, system rollouts, office moves, and other infrastructure initiatives, providing frontline insight and execution support.
Build strong relationships across departments to understand technology needs, anticipate support challenges, and improve the employee experience.
Help develop scalable help desk processes that support the agency's continued growth without compromising responsiveness, security, or service quality.
WHAT YOU'LL BRING
Experience & Technical Expertise
5+ years of progressive IT support experience, including at least 1 to 2 years in a team lead, supervisory, or people management capacity.
Demonstrated experience managing or coordinating Tier 1 and Tier 2 help desk operations, including ticket prioritization, escalations, service-level expectations, and technical troubleshooting.
Strong hands-on proficiency supporting both Windows and macOS operating systems, devices, applications, and peripherals.
Experience administering or supporting IT service management and ticketing platforms such as Freshservice, Zendesk, Jira Service Management, or comparable systems.
Strong understanding of IT asset management, equipment provisioning, software licensing, and employee onboarding and offboarding processes.
Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, Wi-Fi connectivity, and common network troubleshooting practices.
Experience supporting cloud-based productivity and collaboration tools, including Microsoft 365, Google Workspace, Slack, and Microsoft Teams.
Familiarity with endpoint management and security practices, including device encryption, patching, antivirus tools, and mobile device management.
Experience using Jamf, Microsoft Intune, or comparable device management platforms.
Experience supporting creative or production software, including Adobe Creative Cloud and video editing applications, is strongly preferred.
Understanding of cloud storage, shared drives, permissions, and file-transfer workflows, particularly those involving large creative or media assets.
Experience managing help desk performance metrics, creating service reports, and improving