Helpdesk Supervisor

Kwest Helpdesk Supervisor Position Description

Position:
Helpdesk Supervisor

Report to: IT Manager

The Helpdesk Supervisor leads the daily operations of Kwest Group’s Helpdesk, acting as both a hands‑on technical lead and the first point of escalation. This role is responsible for supervising Helpdesk Technicians, resolving complex issues, and ensuring disciplined, consistent service delivery across the company.

• SLA compliance and ticket responsiveness
• Backlog management and performance tracking
• Team accountability and coaching
• Quality documentation and ticket workflow
• Execution of assigned IT initiatives and deployments

Regular travel to regional offices, job sites, and satellite locations is required to ensure consistent service standards across Kwest’s footprint. The Helpdesk Supervisor also participates in the on‑call rotation to maintain service coverage outside of normal business hours.

Starting pay $30.00 per hour.

• Supervise Helpdesk Technicians and oversee daily performance
• Conduct regular one‑on‑one meetings for feedback and development
• Monitor ticket queues and reassign work to control backlog
• Enforce SLA compliance and documentation standards in Zendesk
• Review low‑satisfaction tickets and provide technician coaching
• Resolve complex or aging support issues directly
• Serve as the first escalation point for Microsoft 365, endpoint, mobile, and networking issues
• Ensure escalated tickets are complete, documented, and properly routed
• Standardize troubleshooting practices and internal documentation
• Lead or support IT deployments, upgrades, and infrastructure rollouts
• Travel to support deployments and maintain IT standards across offices
• Track project milestones and report progress to the IT Manager
• Monitor Helpdesk KPIs, including Response Time, Resolution Time, Reopen Rate, and Ticket Aging
• Identify performance gaps and implement corrective actions
• Deliver regular performance and operational updates to the IT Manager

• 4–6+ years of progressive IT support experience
• Experience serving as a technical lead or escalation point
• Strong troubleshooting skills across Microsoft 365, networking, and endpoint support
• Familiarity with Active Directory and Microsoft 365 administration
• Experience with Zendesk or similar ticketing systems
• Demonstrated ability to coach, supervise, and develop team members
• Ownership mindset and strong sense of operational discipline
• Clear communication and a service‑oriented approach
• Preferred
  
  Certifications:
• CompTIA A+ / Network+
• Microsoft 365 Fundamentals or Administrator
• ITIL Foundation
• Azure or other advanced technical certifications (a plus)
• Ability to interact efficiently at all levels and across diverse cultures
• Flexibility to shifting requirements and priorities
• Must be able to work flexible hours, including evenings and weekends as required
• This position is based on a 45–55‑hour workweek

• Frequently required to sit; talk or hear; and use hands to handle, or touch objects or controls.
• Regularly required to stand and walk. On occasion, the team member may be required to stoop, bend, or reach above the shoulders.
• Must occasionally lift up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The team member must be able to differentiate and/or identify colors.
• Must have knowledge of occupational hazards in the construction field and standard safety practices. Must be able to pass the 30‑Hour OSHA testing and First Aid/CPR requirements before starting work.
• Must complete and meet requirements under the physical demands of this job description through a pre‑employment physical examination.

At Kwest Group, we are driven by a clear mission: to lead the civil construction industry through an unwavering commitment to safety, quality, and customer service. As a 100 % employee‑owned company (ESOP), we empower our team members to take ownership of every project, fostering innovation and excellence from concept to completion. Central to our mission…