IT Help Desk Supervisor Position Available In Palm Beach, Florida

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• About Us:

• Windward Risk Managers is a homeowner’s insurance company based in Boca Raton, FL.

At WRM our employees are our team. We offer a casual, friendly, family-oriented work environment with a long-term focus on shared success. We value our employees and work to provide opportunities and benefits to support success in both their personal and professional lives. We have a comprehensive benefits package for all full-time employees which we review annually to ensure we are competitive in the market. Our generous benefits package includes medical, dental, vision, both short and long term disability, and life insurance. We also offer Flexible spending accounts, a Safe Harbor 401k plan, and tuition reimbursement. Full-time employees receive paid time off and paid holidays.

• Position Summary
• We are seeking an accomplished IT Help Desk Supervisor to provide strategic leadership for our technical support team while collaborating extensively with our Systems, Network, and Database departments.

This position offers an exceptional opportunity for an experienced IT professional to advance their career through cross-functional expertise development in a dynamic enterprise environment.

The ideal candidate will demonstrate both technical proficiency and management capability, overseeing daily help desk operations while building partnerships across specialized IT disciplines. In this role, you will drive operational excellence through process optimization, team development, and the delivery of technical support services that enable business success.

• Key Responsibilities
• Technical Leadership and Operational Excellence

• Strategic Help Desk Management:

• Direct all technical support functions including request prioritization, resource allocation, and escalation management. Deliver comprehensive support for both on-site and remote employees across all technology platforms while analyzing performance metrics to optimize service delivery and demonstrate quantifiable business impact

• Process Development and Team Leadership:

• Establish and maintain best-practice policies, procedures, and knowledge management systems. Provide hands-on leadership through training, performance coaching, and career development while managing user lifecycles and technology deployment processes in collaboration with cross-functional partners

• Project and Quality Management:

• Lead Help Desk initiatives including hardware/software implementations and cross-functional projects with disciplined planning and execution. Monitor service level metrics, develop targeted improvement strategies, and deliver executive reporting that drives continuous enhancement of support services and operational efficiency

• Cross-Functional Collaboration:

• Partner closely with Systems, Network, and Database teams to implement integrated solutions that advance enterprise technology capabilities. Coordinate technical requirements, escalation protocols, and service transitions to ensure seamless support across technology domains.
• Qualifications
• Experience and Education
• 3-6 years of progressive experience in IT Help Desk roles with demonstrated technical expertise
• 1-2 years of leadership experience in a technical support environment
• Bachelor’s degree in Information Technology, Computer Science, or related field preferred (equivalent experience considered)
• Technical Knowledge
• Comprehensive understanding of Windows operating systems, Office 365, Active Directory, and networking fundamentals
• Proficiency with enterprise ticketing systems, remote support platforms, and IT asset management tools
• Experience with IT service management methodologies and best practices
• Leadership Capabilities
• Demonstrated ability to lead technical teams while driving measurable performance improvementsCommunication skills with the ability to translate complex technic l concepts for diverse stakeholdersAnalytical thinking with systematic approach to problem identification and resolutionCustomer service orientation with commitment to continuous improvement:::