Help Desk Supervisor Position Available In Berks, Pennsylvania

Help Desk Supervisor Metropolitan Companies – 4.4

Wyomissing, PA Job Details Full-time Estimated:

$67.1K – $84.4K a year 1 day ago Benefits Health savings account Paid holidays Disability insurance Health insurance Dental insurance 401(k) Paid time off Vision insurance Life insurance Referral program Qualifications Management Software troubleshooting 5 years Mid-level Windows Microsoft Office Driver’s License Supervising experience Bachelor’s degree IT support Associate’s degree Leadership Communication skills Active Directory Mobile devices Information Technology Full Job Description Description Metropolitan Companies is hiring a Help Desk Supervisor ! We’re looking for a motivated and hands-on IT professional to lead our Help Desk team. As a Help Desk Supervisor, you will be responsible for overseeing daily IT support operations, ensuring timely resolution of support tickets, mentoring support staff, and maintaining an excellent user experience across the organization. This is a great opportunity to join a growing company and play a key role in supporting our staff and systems across multiple locations. We offer a competitive compensation package that includes benefits (medical, dental, vision, life, short- and long-term disability), holiday pay, paid time off, bonus program, 401K plan, and more. If you’re a proactive problem-solver who thrives on helping others and leading a team, this is the role for you! Key Responsibilities Supervise daily help desk operations and support staff Ensure timely and accurate resolution of hardware, software, and network issues Monitor and assign incoming service requests and escalate unresolved issues when necessary Provide coaching, performance feedback, and training to help desk technicians Serve as the first point of escalation for complex or high-priority issues Develop and maintain knowledge base articles and support documentation Collaborate with Systems Administrators to maintain smooth IT operations Oversee onboarding and offboarding of users, including hardware/software setup Maintain inventory of IT assets (laptops, desktops, phones, accessories) Participate in IT planning, upgrades, and technology rollouts Maintain a high level of customer service and communication with all users Travel to local offices to provide on-site support as needed Promote the use of best practices in security, documentation, and ticket management Establish and track support metrics and KPIs to measure team performance and drive continuous improvement across all supported companies Demonstrate cultural competence and behaviors consistent with the core values, vision, and mission of

Metropolitan Skills, Knowledge and Expertise Competencies:

Excellent troubleshooting and technical skills Strong communication and interpersonal abilities Organized and able to manage priorities in a fast-paced environment Leadership and mentoring capability Customer service focused with a can-do attitude Familiarity with ticketing systems and remote support tools Ability to define, report, and act on key performance indicators for team and support effectiveness

Requirements:

Associate’s or Bachelor’s degree in IT or related field, or 5+ years of relevant IT support experience 1-2 years of experience supervising or leading a support team preferred Proficiency with Microsoft Windows, Office 365, and common desktop applications Experience with Active Directory, user provisioning, and remote troubleshooting Knowledge of desktop/laptop hardware, printers, and mobile devices Must have valid driver’s license and own transportation Ability to travel locally between company sites as needed Benefits Medical/Dental/Vision Insurance Voluntary Benefits (Life Insurance, Short-term & Long-term Disability) Health Savings Account 401k Plan Holiday Pay & Paid Time Off Bonus Program Rent Discount Employee Referral Program About Metropolitan Companies At its inception over 35 years ago, Metropolitan Management Group began on the principle of an honest handshake. Today, that handshake represents the strong relationships we have built with our team members. It is due to their complete efforts and commitment to our company that has made us a successful leader in the Real Estate Industry. Over the years, we have grown into Metropolitan Companies, and our culture emanates an entrepreneurial spirit, respect, and responsibility. We have firmly committed to support these aspects of our team members careers, both professionally and personally. While these core elements reflect our strong standards, they also create and promote a positive work environment.