A growing professional services organization is seeking a Help Desk Supervisor to lead its technical support team and oversee daily IT support operations. This role is ideal for someone who enjoys developing talent, improving workflows, and ensuring end-users receive consistent, high-quality technical assistance. The position focuses on service delivery, ticket management, system reliability, documentation standards, and coordination across multiple departments.

Key Responsibilities
Team Leadership & Performance
• Supervise, coach, and support a team of help desk technicians and analysts.
• Establish clear performance expectations and guide ongoing professional development.
• Participate in hiring, onboarding, and performance evaluation processes.
Service Desk Operations
• Oversee the ticketing system, ensuring issues are prioritized and resolved within expected timeframes.
• Monitor response and resolution metrics to ensure service levels are consistently met.
• Provide hands-on technical assistance when needed, including hardware and software troubleshooting.
Process Improvement & Documentation
• Review and refine help desk workflows to improve efficiency, customer experience, and consistency.
• Identify recurring problems and collaborate on long-term solutions.
• Maintain and update documentation, troubleshooting guides, and system configuration records.
Cross-Functional Support & Training
• Coordinate with internal teams to understand technology needs and ensure effective communication between departments.
• Partner with training staff to develop materials and training sessions for end-users on new tools and systems.
• Assist with maintenance activities, system updates, and scheduled software/hardware upgrades.
Compliance, Quality, & Safety
• Ensure the support team follows organizational security policies, data protection standards, and compliance protocols.
• Support IT projects such as deployments, migrations, and infrastructure improvements.
• Provide input on budget planning and resource requirements.
Additional Duties
• Maintain a professional, customer-focused work environment.
• Participate in team initiatives and special assignments as needed.

Required Qualifications
• Strong leadership abilities with a hands-on, team-focused approach.
• Project management experience with the ability to prioritize tasks effectively under deadlines.
• Excellent communication skills—both written and verbal—and comfort presenting information to groups.
• High level of integrity, sound judgment, and discretion when handling confidential information.
• Strong organization and attention to detail in a fast-paced environment.
• Proficiency with Microsoft Office applications.
• Ability to create documentation such as reports, procedures, and technical notes.
• Bachelor’s degree or equivalent combination of experience and education.
• 5+ years of experience in Help Desk, IT Support, or Desktop Engineering, including experience in a lead or supervisory capacity.

Preferred Qualifications
• Familiarity with professional services or other environments that rely heavily on specialized software systems.
• Experience with document management, timekeeping, or workflow applications common in regulated industries.

Please submit your resume for consideration!

Equal Opportunity Employer / Disabled / Protected Veterans

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For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

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We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.