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

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

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

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

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

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• Help Desk Team Lead, Service Desk Lead, or IT Supervisor experience.
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• Experience with IT asset management and inventory tracking.
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• Experience supporting multiple sites and remote users.
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• Knowledge of mobile device management platforms and ticketing systems.
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#ZRCFSTECH #LI-JB5 #INSEP2026 #INOCT2026


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