Helpdesk Supervisor (OH)

Kwest Helpdesk Supervisor Position DescriptionDo you have the skills to fill this role Read the complete details below, and make your application today.Position: Helpdesk SupervisorReport to: IT ManagerJob Description OverviewThe Helpdesk Supervisor leads the daily operations of Kwest Group's Helpdesk, acting as both a hands-on technical lead and the first point of escalation. This role is responsible for supervising Helpdesk Technicians, resolving complex issues, and ensuring disciplined, consistent service delivery across the company.Key focus areas include:SLA compliance and ticket responsivenessBacklog management and performance trackingTeam accountability and coachingQuality documentation and ticket workflowExecution of assigned IT initiatives and deploymentsRegular travel to regional offices, job sites, and satellite locations is required to ensure consistent service standards across Kwest's footprint. The Helpdesk Supervisor also participates in the on-call rotation to maintain service coverage outside of normal business hours.Salary: $76,000.00ResponsibilitiesSupervise Helpdesk Technicians and oversee daily performanceConduct regular one-on-one meetings for feedback and developmentMonitor ticket queues and reassign work to control backlogEnforce SLA compliance and documentation standards in ZendeskReview low-satisfaction tickets and provide technician coachingResolve complex or aging support issues directlyServe as the first escalation point for Microsoft 365, endpoint, mobile, and networking issuesEnsure escalated tickets are complete, documented, and properly routedStandardize troubleshooting practices and internal documentationLead or support IT deployments, upgrades, and infrastructure rolloutsTravel to support deployments and maintain IT standards across officesTrack project milestones and report progress to the IT ManagerMonitor Helpdesk KPIs, including Response Time, Resolution Time, Reopen Rate, and Ticket AgingIdentify performance gaps and implement corrective actionsDeliver regular performance and operational updates to the IT ManagerRequirements and Qualifications4-6+ years of progressive IT support experienceExperience serving as a technical lead or escalation pointStrong troubleshooting skills across Microsoft 365, networking, and endpoint supportFamiliarity with Active Directory and Microsoft 365 administrationExperience with Zendesk or similar ticketing systemsDemonstrated ability to coach, supervise, and develop team membersOwnership mindset and strong sense of operational disciplineClear communication and a service-oriented approachPreferred Certifications:CompTIA A+ / Network+Microsoft 365 Fundamentals or AdministratorITIL FoundationAzure or other advanced technical certifications (a plus)Ability to interact efficiently at all levels and across diverse culturesFlexibility to shifting requirements and prioritiesMust be able to work flexible hours, including evenings and weekends as requiredThis position is based on a 45-55-hour workweekWorking Conditions & Physical DemandsFrequently required to sit; talk or hear; and use hands to handle, or touch objects or controls.Regularly required to stand and walk. On occasion, the team member may be required to stoop, bend, or reach above the shoulders.Must occasionally lift up to 25 pounds.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.The team member must be able to differentiate and/or identify colors.Must have knowledge of occupational hazards in the construction field and standard safety practices. Must be able to pass the 30 Hour OSHA testing and First Aid/CPR requirements before starting work.Must complete and meet requirements under the physical demands of this job description through a pre-employment physical examination.About Kwest GroupAt Kwest Group, we are driven by a clear mission: to lead the civil construction industry through an unwavering commitment to safety, quality, and customer service. As a 100% employee-owned company (ESOP), we empower our team members to take ownership of every project, fostering innovation and excellence from concept to completion. Central to our mission is a steadfast commitment to ensuring zero harm to every team member on every project. This commitment to zero harm is complemented by a comprehensive focus on total human health.Founded in 2003, Kwest Group has grown from its roots in Port Clinton, Ohio, to become a trusted partner across the United States and the Caribbean. Our journey is defined by building strong, lasting relationships with our clients, grounded in mutual trust, integrity, and a deep understanding of their unique needs.Core ValuesOur core values"”Safety, Quality, and Customer Service"”are the pillars that support everything we do. These values guide our decisions, shape our culture, and ensure that every project meets the highest standards.Core FocusOur core focus is to enrich the lives of our team members by fostering strategic growth and profitability, ensuring a safe, thriving, and values-driven company. We believe that by investing in our people, we create a foundation for long-term success that benefits our clients, team members, and communitiesOur NicheKwest Group excels in performing complex civil construction projects safely. Our expertise enables us to tackle the most demanding projects with confidence, delivering exceptional results that our clients can rely on.Target MarketOur target market includes energy, industrial, public, federal, and rail clients across the United States, with particular emphasis on the Midwest, Appalachia, and Southeast regions. We remain open to engaging with like-minded partners from any location when the right opportunity arises. We seek clients who exhibit financial stability, align with our core values, foster collaborative relationships, and share a forward-thinking perspective.Four UniquesKwest Group stands out in the industry with our four uniques:Safety Priority: Safety is ingrained in our culture and is our foremost commitment on every project.Agile Team: Our adaptable and responsive team is capable of quickly adjusting to the evolving needs of our clients and projects.Collaborative Construction Services: We foster strategic partnerships and interconnected relationships to deliver superior outcomes.Team Integrity Focus: Integrity guides our team's actions, ensuring transparency, fairness, and accountability throughout our organization.Our dedication to safety and excellence has been recognized industry wide. Kwest Group was honored as the Associated Builders and Contractors (ABC) 2024 Contractor of the Year and has received national safety recognition awards from prestigious organizations like ABC and the Associated General Contractors of America (AGC).At Kwest Group, we are also dedicated to making a positive impact beyond our project sites. Our Environmental, Social, and Governance (ESG) initiatives reflect our commitment to responsible business practices, from reducing our carbon footprint to fostering a diverse and inclusive workplace.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the team member for this job. Duties, responsibilities, and activities may change at any time, with or without notice.EEOKwest Group maintains a non-discrimination policy for all team members and applicants in every facet of the company's operations. xijylhu In compliance with federal and state laws, Kwest Group recruits, hires, trains, and promotes all qualified team members, in all job titles, without unlawful discrimination based on race, color, creed, religion, sex, gender identity or expression, sexual orientation, pregnancy, age, citizenship, national origin, disability, veteran status or genetic information.

Created: 2026-04-06