IT Help Desk Supervisor

Job Description:

ITW Construction North American provides solutions that build the spaces where we all live and work. Across the residential, commercial and renovation markets, we lead the construction industry in manufacturing a variety of products for wood, engineered lumber, concrete and steel.

At ITW, we offer you a path for advancement, a competitive salary, and a comprehensive benefits package designed to help employees care for themselves, their families, and their futures.

Purpose of the Role

The Help Desk Supervisor is a hybrid player-coach responsible for leading the Residential Construction Help Desk team while providing advanced technical support and escalation management. This position oversees daily service desk operations, drives team performance through coaching and development, and ensures delivery of timely, high-quality customer support.

The Help Desk Supervisor serves as both a people leader and technical expert, balancing operational management with hands-on troubleshooting of complex hardware, software, network, and application issues. This role partners with internal stakeholders and third-party vendors to improve service delivery, support software adoption, and drive continuous improvement across the IT support function.

Key Responsibilities

• Lead, coach, and develop a team of Help Desk Support Analysts to achieve service, quality, and business objectives.

• Foster a customer-focused culture centered on responsiveness, accountability, and continuous improvement.

• Oversee day-to-day Help Desk operations, ensuring timely resolution of support requests and adherence to service level expectations.

• Oversee resolution of technical issues across hardware, software, and network operations; document problems and maintain logs for trend analysis.

• Serve as the primary escalation point for complex technical issues involving hardware, software, networking, and business applications.

• Provide hands-on troubleshooting and root-cause analysis for recurring or high-impact incidents.

• Provide regular operational updates and performance reports to leadership.

• Support IT projects and technology initiatives that enhance the employee experience and business operations.

Required Qualifications

• High school diploma or equivalent required.

• 7+ years of progressive IT support experience, including supporting multi-site environments.

• 3+ years of people leadership experience with direct reports.

• 2+ years of experience managing third-party technology vendors and service providers.

• Strong troubleshooting skills across hardware, software, networking, and business applications.

• Experience utilizing service metrics and data to drive decision-making and process improvements.

• Experience in supporting Microsoft O365 applications, Windows OS, Workstation and application patch management, endpoint protection and Active Directory.

• Experience troubleshooting issues with LAN networks and network hardware and cabling

• Ability to communicate complex technical concepts to non-technical audiences.

• Proven ability to manage multiple priorities in a fast-paced environment.

• Strong customer service, organizational, and problem-solving skills.

• Ability to travel approximately 10%, including occasional overnight travel.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.

• Experience supporting multi-site, multi-domain environments.

• Experience leading a service desk or IT support function.

• Experience with ticketing systems, knowledge management platforms, and service-level reporting.

Compensation Information:

Annual base salary range for this position is $93,000 - $123,000. Please note that this salary information serves as a general guideline. Company considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations. In addition, our benefits include paid vacation, sick, holiday, and parental leave. For more details, visit our Benefits page.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.