IT Helpdesk Desktop Support Supervisor

Help Desk Supervisor

Dobbs Truck Group operates 25 commercial truck dealerships representing some of the best commercial truck brands including Peterbilt, Volvo, Mack, Autocar, and Hino. Dealership locations include Arkansas, California, Louisiana, Mississippi, Oregon, Tennessee, and Washington. The Help Desk Supervisor provides leadership, direction, and oversight to the Help Desk team while ensuring efficient, high-quality technical support for all operational and production employees. This role is responsible for guiding the daily activities of the Help Desk, prioritizing and triaging issues, and ensuring timely resolution of requests that impact business operations. The Supervisor serves as an escalation point and subject-matter resource for end-user support, business systems, and technology services. This position requires the ability to exercise independent judgment and discretion in addressing complex or time-sensitive issues, while fostering a positive customer service experience for employees, partners, and customers. In addition to supervisory responsibilities, the role includes hands-on support for the installation, configuration, maintenance, and troubleshooting of computer hardware, software, applications, and related environments. The Supervisor is expected to provide technical guidance to the Help Desk team and ensure system users receive consistent, reliable, and professional support.

Responsibilities:

• Provide high-quality end-user support and ensure outstanding customer service experience for all employees, partners, and customers.
• Lead, mentor, and develop the Help Desk team, providing daily guidance, coaching, and support for both local and remote staff.
• Conduct quarterly and annual performance reviews of the Technical Support Specialists, and support ongoing employee development, training, and skill advancement.
• Exercise independent judgment and discretion while triaging, prioritizing, and resolving complex customer issues and service requests across multiple tools and platforms.
• Oversee ticket assignment, workflow management, escalation paths, and documentation standards within the ITSM platform, ensuring appropriate communication to end users and internal teams.
• Set up and administer user accounts, permissions, and application access for new hires, transfers, terminations, and access modifications.
• Procure, install, repair, replace, and update computers, smartphones, tablets, printers, peripherals, and related computing accessories.
• Install and configure approved software applications in adherence to IT security and operational standards.
• Collaborate with IT team members to test, validate, and refine endpoint images, ensuring consistent and stable computing environments.
• Work closely with internal business units and cross-functional partners to ensure customer issues are resolved efficiently and service requests are followed through to completion.
• Escalate incidents related to hardware, software, networking, and system interfaces while documenting progress, action steps, and final resolution.
• Ensure timely communication of critical events or outages to leadership, affected departments, and support teams, tracking issues through full resolution.
• Enforce adherence to IT policies, procedures, documentation standards, ticket-handling expectations, and security practices.
• Gather and document detailed information from customers regarding issues and requirements, ensuring accurate and complete handoffs to others.