IT Help Desk Supervisor

Switch • Full-time • Las Vegas Metropolitan Area, US • 3w ago

Location: Las Vegas, NV

About Switch

At Switch, we don’t just design, build and operate data centers—we are enabling the technology of the future. Led by Founder & CEO, Rob Roy, we believe in revolutionary innovation, operational excellence and the principle of karma. Switch is where talented people come together to EVOLVE the digital world.

We believe that innovation isn’t just about technology—it’s about the people, culture, and purpose that make it happen. Every Switch team member contributes to a mission greater than themselves: to create the world’s most advanced digital infrastructure that powers the progress of humanity.

The Role: Help Desk Supervisor

This role provides day-to-day supervision of the IT Help Desk team, ensuring consistent, high-quality support for internal business users. You are responsible for team performance, ticket quality, and adherence to service management processes. The role is hands-on, people-focused, and operates in a fast-paced support environment.

What You’ll Do

Supervise daily Help Desk operations to ensure service level targets are met.
Coach, mentor, and support Help Desk technicians, including onboarding and ongoing development.
Ensure first-level troubleshooting and ticket handling standards are met before escalation.
Manage escalated and complex support issues to resolution.
Monitor ticket queues and workflows to ensure quality, accuracy, and timely response.
Support and improve ITIL-aligned incident and service management processes.
Maintain and improve the Help Desk knowledge base, documentation, and procedures.
Analyze Help Desk activity and recommend improvements to tools, workflows, and processes.
Prepare and review daily, weekly, and monthly service metrics and performance reports.
Partner with IT management and other technical teams to coordinate issue resolution.
Support training needs, including development of materials and delivery of new-hire training plans.
Participate in hiring, interviewing, and performance evaluations.
Promote a positive, professional support experience for internal clients.
Ensure work is performed safely and in compliance with company policies.

What We’re Looking For

A people-focused supervisor who values consistency, quality, and accountability.
Strong customer service mindset with the ability to handle escalations calmly.
Clear communicator who can work effectively with technical teams and business users.
Attention to detail and comfort managing multiple priorities.
Willingness to work flexible hours as support needs require.

What You’ll Bring

Experience supervising or leading a Help Desk or technical support team.
Strong understanding of IT service management and first-level support practices.
Familiarity with ITIL concepts and incident management workflows.
Experience supporting Apple and Microsoft endpoint environments.
Working knowledge of Microsoft Azure, Intune, and Microsoft 365.
Ability to mentor junior staff and support skill development.
Strong written and verbal communication skills.
Willingness to travel occasionally as needed.
Bachelor’s degree preferred, or an associate degree with relevant experience.
ITIL Foundation and technical certifications such as A+, Network+, Security+, MCSA, MCSE, or CCNA are preferred.

Why Switch?

A Culture of Karma – We are self-motivated by karma, ensuring our actions contribute to a positive, supportive and forward-thinking environment.
Industry Leading Designs – Work with the most advanced data center technology on the planet and be a part of emerging technology development.
Flexibility & Remote Opportunities – Whether in-office, hybrid, or fully remote, we offer the technology and support to keep teams connected and productive.
Career Stability & Growth – In this expanding industry, we invest in our people, providing opportunities & advancement in a stable, growing company.
Generous Benefits Package - Switch provides comprehensive coverage for you and your family that can be tailored to fit your personal needs, and more!

Join Us & Make a Difference

This is more than a job—it’s a mission. If you’re ready to lead a frontline support team and deliver reliable IT service to the business, we want to hear from you.

Apply Now and Let’s Build the Future Together.