Helpdesk Supervisor

Helpdesk Supervisor

IB HQ, El Segundo

The Helpdesk Supervisor will oversee the daily operations of the Helpdesk team supporting IB’s offices. This role combines hands‑on technical expertise, team leadership, and stakeholder engagement to ensure exceptional customer service and operational excellence across IT support functions.

• 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.

• 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., Service Now, Jira, Service Desk Plus, Zendesk).

We expect the compensation for this role to have a range that starts at $70,000 and will depend on your skills, qualifications, and experience.

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&DD insurance; a 401(k) retirement savings plan with a company match; paid time off (PTO) and holidays; commuter benefits;
Employee Assistance Program (EAP) and well‑being coaching services; voluntary benefits such as home, auto, and pet insurance; and discounted legal and financial services.

Internet Brands®, headquartered in El Segundo, Calif., is a fully integrated online media and software services company focused on four high‑value vertical categories:
Health, Automotive, Legal, and Home/Travel. The company’s properties and platforms include WebMD, Medscape, and Henry Schein ONE networks;
Nolo, Avvo, and Martindale; and Cars Direct, Fodor’s Travel, among others. Internet Brands is an equal‑opportunity employer and complies with all applicable laws and regulations, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance.

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