IT Helpdesk Supervisor

About the role

Ichor’s IT infrastructure and operations team is looking for an experienced professional to lead its end‑user computing services for roughly 2,000 global employees. Reporting to the Senior IT Support Manager, the role combines hands‑on technical support with people and process management.

Key responsibilities

• Supervise a team of 2‑3 internal helpdesk staff and manage outsourced helpdesk services.
• Oversee the SMAX ticketing system, ensuring timely resolution, communication, and SLA compliance.
• Lead troubleshooting for PC hardware, virtualization, Microsoft Office, security tools, and application performance.
• Drive incident prevention, service restoration, and escalation of critical issues.
• Collaborate with the broader IT Infrastructure team on project execution.
• Manage employee onboarding/offboarding, IT asset inventory, and compliance procedures.
• Create process flows, documentation, and knowledge‑base articles for internal workflows.
• Support ITIL best‑practice adoption and provide training on end‑user computing capabilities.
• Participate in evaluation, planning, and deployment of enterprise tools such as Office 365, RMM solutions, and endpoint security.
• Coach, mentor, and develop helpdesk team members.

Required profile

• Minimum 7 years of experience in an IT Helpdesk Manager or Supervisor role.
• Proven people‑management and interpersonal skills with strong attention to detail.
• Excellent written and verbal communication, able to explain technical issues to non‑technical users.
• Leadership, accountability, and a proactive, self‑starter attitude.
• Ability to work collaboratively across cross‑functional teams and with external vendors.

Required skills

• Microsoft platforms (Windows, Office 365).
• SMAX helpdesk ticketing tool.
• Remote Monitoring and Management (RMM) tools.
• Endpoint security solutions such as CrowdStrike and Mimecast.
• ITIL framework knowledge.