IT Help Desk Supervisor

• Provide Tier 1 and Tier 2 technical support to end-users via phone, email, remote tools, and in-person visits • Diagnose and resolve issues with desktops, laptops, mobile devices, printers, network connectivity, and business applications • Manage and escalate support tickets using a ticketing system according to defined SLAs • Perform onboarding/offboarding tasks including account provisioning, workstation setup, and decommissioning • Administer and support Microsoft 365 environments (Exchange Online, Teams, SharePoint, OneDrive, Intune, etc.) • Maintain documentation of IT processes, solutions, asset inventories, and support activities • Follow and enforce IT security best practices, including compliance with internal policies and regulatory frameworks • Support installation and maintenance of hardware and software across client sites