Technical Support Supervisor

Flybridge Staffing is currently searching for a Service Desk Supervisor for a client in the Frisco Texas area. This role is a Direct Hire/Permanent position that requires someone to be local to the area. Flexible pay, hybrid work schedule, and Tier 1 benefits.

The Service Desk Supervisor is the face of the service desk team and is also someone who will be hands-on supporting escalated technical issues. The role will lead a small team delivering top-of-the-line customer service and support.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems preferred
• 3-5 years of experience in a technical support or service desk environment, with at least 1 year in a supervisory or lead role.
• Experience with service desk/ticketing systems (e.g., Intercom, Asana) and identity management tools (e.g., Okta).
• Experience administering and supporting AV and endpoint management systems.
• CompTIA A+, Google Workspace Administrator, or similar certifications preferred
• Experience managing third-party service providers preferred.
• Experience with automation tools and scripting preferred
• Experience with live events or an entertainment environment is highly desired.
• Must have demonstrated ability to lead and develop technical staff.
• Advanced troubleshooting skills across Windows, macOS, Chrome
  
  OS, iOS, Android, and Google Workspace.
• Must have automation/scripting skills.
• Working knowledge of Gmail, Google Drive, Google Sheets, and Google Docs. Basic fluency in artificial intelligence (AI) tools and concepts. This includes using AI to enhance business operations and drive innovation, enabling us to better serve our internal/external customers

• Supervise and mentor a Service Desk Analyst and Technician.
• Oversee third-party Tier 0/1 help desk support.
• Foster a collaborative, inclusive, and high-performing team culture where people love to follow your lead.
• Manage day-to-day support for all things tech—email, tickets, chat, phone, and walk-ups.
• Create, implement, and support Service Level Agreements (SLAs) to ensure timely, high-quality service.
• Keep ticket queues moving, documentation sharp, and processes running smoothly.
• Serve as the escalation point for complex (Tier
  3) technical issues—hardware, software, network, AV, and more.
• Assist with Tier 1 and 2 tickets as needed, and coach your team to new heights.
• Administer and optimize key systems:
  Okta, Google Workspace, Intercom, Asana, Slack, Mosyle, Ninja
  
  RMM, and more.
• Use root cause analysis to fix issues at their source and prevent them from coming back.
• Research, propose, and implement automation and workflow enhancements.
• Ability to lead technical projects from start to finish—planning, execution, documentation, and cross-team collaboration.
• Manage inventory and deploy devices for staff and events using RMM and MDM tools.
• Assist with the development of the annual budget for the Technology Services department.
• Coordinate with the Event Technology Product Manager to ensure seamless tech support during championship and travel seasons.
• Travel up to 10% at times is required, and overtime is available.

If your background aligns with the above details and you would like to learn more, please send your resume to  or on our website,  and one of our recruiters will be in touch with you ASAP.

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