Help Desk Supervisor

About Us:

Avidex is a leading player in the audiovisual and IT integration industry, delivering cutting‑edge solutions to a diverse range of clients. We pride ourselves on innovation, technical expertise, and a commitment to excellence. As we continue to expand, we are seeking a highly skilled and experienced Help Desk Supervisor to join our dynamic team in the Fremont, California area.

• Competitive compensation plan.
• Health, dental, and vision benefits.
• 401(k) retirement plan with match.
• 120 hours of PTO (accrued).
• 10 Paid Holidays.
• 8 hours to volunteer on your favorite cause.
• Opportunities for professional growth and development.
• Collaborative and innovative work environment.

The Help Desk Supervisor is responsible for leading the day‑to‑day operations of our Contact Center and ensuring the team delivers timely, high‑quality support. This role oversees Help Desk staff performance, workflow, and service delivery while promoting a positive, engaged, and accountable team culture. As a working supervisor, this position may also provide case management and administrative support as needed. The ideal candidate brings strong leadership skills, a customer‑focused mindset, and experience managing service or call center teams in fast‑paced environments.

• Associate degree or equivalent experience required;
  Bachelor's degree preferred.
• 5+ years of experience supporting call center or case management operations, including at least 2 years in a supervisory or management role.
• Experience leading customer service or technical support teams; experience overseeing technical teams is a plus.
• Strong computer skills with experience using business applications and multiple operating systems.
• Familiarity with call center or service management platforms;
  Salesforce experience is a plus.
• Ability to work effectively in a fast‑paced, multitasking environment.
• Strong decision‑making, organizational, and administrative skills.
• Excellent communication, listening, and customer service skills, with the ability to resolve issues professionally.
• Experience supporting recruiting, hiring, onboarding, and team integration efforts.
• Knowledge of AV managed services operations is preferred.

• Supervise Help Desk staff, including timekeeping, PTO, expenses, attendance, and adherence to performance and conduct standards.
• Provide coaching, mentorship, and performance feedback to support individual and team success.
• Support hiring, onboarding, training, performance reviews, and disciplinary processes in compliance with company policies.

• Oversee daily Help Desk operations to ensure consistent, professional service delivery aligned with established processes and SLAs.
• Develop and manage daily objectives and resource plans to maximize team productivity.
• Monitor workloads, ticket volumes, and response times; adjust resources as needed.
• Identify opportunities to improve workflows and operational efficiencies in coordination with management.

• Provide case management support, including opening, tracking, updating, and reporting on service tickets and work orders.
• Monitor and report on key performance metrics and operational trends.
• Coordinate with vendors and subcontractors for service orders, RMAs, and return status.
• Manage subcontractor relationships that support Help Desk operations.

• Partner with management and cross‑functional teams to support service delivery goals.
• Attend required training and maintain certifications as needed.
• Perform other duties as assigned to support business needs.

Avidex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or status as a protected veteran. We are committed to providing a workplace that is free from discrimination, harassment, and where all employees are treated with respect and dignity. We believe that diverse perspectives enhance our organization and contribute to innovation, collaboration, and overall success.

Equal Employment Opportunity/M/F/disability/protected veteran status. Avidex.