Help Desk Supervisor

Flow Control Group • Charlotte, NC

2d

About The Position

The Help Desk Supervisor oversees the daily operations of the Tier 1 Help Desk team, ensuring high-quality customer support, adherence to SLAs, and consistent execution of ITIL best practices. This role is responsible for coaching and developing Tier 1 technicians, monitoring performance, optimizing processes, and driving a culture of continuous improvement across the Service Delivery function.
The ideal candidate is a strong communicator, highly organized, and passionate about developing others while maintaining operational excellence in a fast-paced environment.

Responsibilities

• Provide daily leadership, guidance, and coaching to Tier 1 technicians.
• Conduct regular 1:1s focused on skill development, performance, and career growth.
• Create development plans that build technicians toward Tier 2, Project Engineering or other IT career paths.
• Foster a positive, customer-centric team culture aligned with FCG values.
• Identify skill gaps and coordinate training sessions (technical, customer service, ticket management).
• Monitor ticket queues to ensure: SLA compliance Proper categorization, prioritization, and documentation Accurate and complete resolution notes
• Manage real-time workload distribution and adjust resourcing for phones and tickets.
• Oversee escalation processes to IT specialist’s teams.
• Ensure adherence to standard operating procedures, solutions, and ITIL practices.
• Provide constructive feedback and targeted coaching following QA reviews.
• Track individual and team performance metrics (e.g., SLA attainment, first-call resolution, backlog health).
• Support and champion ITIL-based processes including Incident Management, Request Fulfillment, and Knowledge Management.
• Identify trends, recurring issues, and opportunities to reduce ticket volume.
• Collaborate with Service Delivery and Field Service teams to improve workflows, templates, and routing rules.
• Contribute to Solutions growth by documenting new issues, solutions, and customer facing guides.
• Proactively recommend tools, process changes, and automations that enhance team efficiency.
• Serve as an escalation point for dissatisfied customers, complex issues, or urgent requests.
• Ensure the team communicates for clarity, professionalism, and empathy.
• Review communications to maintain expected standards for updates, ticket notes, and technical explanations.
• Track and report weekly KPIs and operational metrics to the Service Delivery Manager.
• Assist with scheduling, time-tracking, PTO coordination, and coverage planning.
• Participate in hiring processes for Tier 1 technicians.

Benefits

• Everyone’s an Owner of the Company: Because every team member contributes to Flow Control Group’s success, everyone has the benefits of ownership! Flow Control Group has a broad-based employee ownership program extended to every employee within our portfolio companies.
• Competitive Benefits: Enjoy an attractive benefits package that includes Medical, Dental and Vision insurance (among other plans), competitive 401(k) matching program, career growth opportunities, employee referral program, paid time off and holidays, as well as parental leave.
• Training: FCG University learning and training platform available to all employees offering over 80k courses.
• Career Growth Opportunities: At Flow Control Group, we are committed to your professional development. With a vast network of over 100 brands across North America, we provide unparalleled opportunities for growth and advancement. Whether you're just starting your career or looking to take it to the next level, we offer custom training programs, mentorship, and a supportive environment to help you achieve your goals. Join us and be part of a dynamic team where your contributions make a real impact.
• Equal Opportunity Employer: Flow Control Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other legally protected characteristics.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed