Supervisor, IT Helpdesk

Raised $300M in Series F funding (valuing SpotOn at $3.6 Billion)

Earned awards for Great Places to Work and Built In’s Best Places to Work

Helped local businesses succeed with technology and support to battle through the labor shortage while also helping their employees earn more.

This year, we’re going even bigger—caring hard and moving fast down the path of high growth and positive impact.

We are actively seeking the Helpdesk Supervisor provides daily oversight of the Helpdesk team to ensure prompt and efficient IT support enabling our colleagues to achieve SpotOn’s goals. They work with the Helpdesk team to address any questions (technical or procedural) and ensure tickets are addressed in a timely manner. Also critical is the review of work performed to ensure accuracy and improve the quality of the Helpdesk work.

Key Responsibilities:

Guide Helpdesk staff with procedural, policy, and technical questions

Ensure SLAs are met and work with the the Helpdesk staff to address issues

Ensure adherence to the Helpdesk staff schedule for direct reports and address issues

Perform biweekly 1:1s of direct reports

Conduct weekly regional meeting for Reporting Helpdesk staff

Mentor and train Helpdesk staff

Work cross-functionally with other technology teams to ensure safe and proper operations

Assist with handling of tickets (including escalation, fill-in, and surge)

Requirements:

Ability to work independently

Proven ability to build processes that improve quality, accountability, and timely closure of helpdesk issues

Moderate Knowledge (3+ years) of Okta User/Group Administration

Moderate Knowledge (3+ years) of Google Workspace User/Group Management/Administration

Moderate Knowledge (3+ years) of Macintosh and Windows Configuration and Administration

Proficient in Troubleshooting Desktop Hardware

Proficient with Upgrading and Basic Repair of PC Hardware

Moderate Knowledge in Networking Technologies

Moderate Skill in VoIP Softphone Deployment and Troubleshooting

Strong US English verbal and written communication skills (multi-lingual preferred)

Qualification:

High school diploma or better

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. This job description is subject to change at any time.

We will never ask candidates to pay fees, purchase equipment, or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@spoton.com). If something seems suspicious, please contact us at careers@spoton.com.

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

For U.S. based roles, work authorization in the U.S. is required. Visa sponsorship is not available for this role.

SpotOn is an E-Verify company.