Help Desk Supervisor POST NUMBER: 470922
THIS ROLE IS NOT AVAILABLE FOR C2C, THIRD PARTY VENDORS or VISA SPONSORSHIP
The Help Desk Lead oversees the daily operations of the IT Help Desk to ensure end users receive effective and timely technical assistance with exceptional customer service. This position plays a critical role in managing help desk workflows, monitoring ticket activity, maintaining support documentation, and coordinating with internal technology teams. While this position currently has no direct reports, it serves as a key point of contact for escalated support requests and operational coordination.
Essential Duties and Responsibilities
- Oversee and coordinate the daily operations of the help desk.
- Monitor ticket queues in the help desk system to ensure timely and effective resolution of incidents and service requests.
- Develop, maintain, and update knowledge base articles and other help desk documentation.
- Upload and review knowledge base content to ensure accuracy and completeness.
- Train and install MDM (Mobile Device Management) software on BYOD devices.
- Manage and resolve support calls escalated to the End User Services Team.
- Coordinate and support video conferences in collaboration with IT coordinators, internal employees, and external clients.
- Administer FTP sites, including the creation of new sites and updates to existing configurations.
- Collaborate with the Infrastructure and Practice Support teams as needed.
- Serve as Tier 2 support for the End User Services team to resolve advanced issues.
- Participate in onboarding and training of new help desk staff, as assigned.
- Engage in ongoing professional development related to our client’s core applications and systems.
- Strong understanding of help desk policies, standards, and best practices.
- Proficiency with help desk ticketing systems and escalation procedures.
- Advanced knowledge of Microsoft Office Suite and Windows operating systems.
- Familiarity with telecommunications hardware and services.
- Experience using remote desktop tools and troubleshooting methods.
- Hands-on experience with mobile device management platforms.
- Experience with FTP site creation, configuration, and maintenance.
- Excellent interpersonal, communication, and customer service skills.
- Strong diagnostic and problem-solving skills with close attention to detail.
- Ability to maintain professionalism and confidentiality of sensitive information.
- Commitment to teamwork, dependability, and security compliance.
- Associate degree in Information Technology or related field required.
- Minimum of 4 years’ experience providing end-user support in a Help Desk or IT support environment; experience in a legal or professional services setting preferred.
Work Environment
This position is based onsite in Columbus, Ohio, four days per week. The role requires availability during standard business hours, with occasional flexibility for company-wide events or urgent system issues.
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.