Job Description

Description

Helpdesk Supervisor
IB HQ, El SegundoThe 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. The ideal candidate is an experienced leader with a strong background in technical troubleshooting and helpdesk management, committed to maintaining service quality and continuous improvement.Key Responsibilities: 
Team Leadership & Performance Management
  • 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 ...

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