IT Support Lead / Help Desk Supervisor

Location: South Bend, IN
Compensation: $60,000 – $70,000

Job Summary

We are seeking an experienced IT Support Lead to oversee daily help desk operations, mentor technical support staff, and provide advanced technical support across a multi-site environment. This role is responsible for managing support requests, maintaining technology assets, supporting end users, and ensuring reliable operation of workstation, mobile, network, telephony, and cloud-based systems.

The ideal candidate combines strong technical expertise with leadership skills and a customer-first approach to technology support.

Key Responsibilities

Team Leadership & Support Operations

• Supervise and provide guidance to IT Support/Help Desk Technicians.
• Manage and assign support tickets, establish priorities, and ensure service level expectations are met.
• Provide training and mentorship on hardware, software, operating systems, and troubleshooting best practices.
• Deliver feedback and coaching to support team members.

Technical Support

• Serve as the escalation point for advanced Level III technical issues.
• Support desktop and laptop computers, tablets, mobile devices, printers, telephony systems, and business applications.
• Provide support via phone, remote access, and onsite assistance.
• Perform basic network and systems troubleshooting and coordinate with third-party vendors when necessary.
• Support audio/visual technology, including projectors, displays, conferencing equipment, and presentation tools.
• Participate in an on-call rotation for critical after-hours support.

Asset & Documentation Management

• Administer mobile device management (MDM) solutions.
• Maintain accurate hardware and software inventory records.
• Track and manage IT equipment and technology-related supplies.
• Coordinate technology installations, moves, additions, and equipment replacements.
• Identify opportunities for equipment upgrades and process improvements.
• Create and maintain knowledge base articles, technical documentation, and standard operating procedures.

Required Qualifications

• Associate degree in Information Technology or related field, or equivalent professional experience.
• Minimum of 3 years of IT support, help desk, or desktop support experience.
• Experience leading or mentoring technical support personnel.
• Strong knowledge of:
  • Windows operating systems
  • PC and laptop hardware
  • Mobile device support
  • Printers and peripheral devices
  • Networking fundamentals and troubleshooting
  • Cloud-based applications and services
• Excellent communication, customer service, and interpersonal skills.
• Strong organizational, problem-solving, and time-management abilities.
• Ability to work independently and manage multiple priorities.

Preferred Experience

• Help Desk Team Lead, Service Desk Lead, or IT Supervisor experience.
• Experience with IT asset management and inventory tracking.
• Experience supporting multiple sites and remote users.
• Knowledge of mobile device management platforms and ticketing systems.