IT Help Desk Supervisor

About this role

Cranial Technologies is the only company in the world completely dedicated to researching and treating plagiocephaly (commonly called flat head syndrome). With over 500,000 babies successfully treated, we are the plagiocephaly experts and the leader in pediatric cranial shaping orthoses.

Cranial Technologies also provides treatment with EarWell® to correct infant ear shapes without surgery. With over 600,000+ successful outcomes, EarWell® is a proven, non-invasive treatment option for families.

We are looking for a IT Help Desk Supervisor to join our growing team.

The IT Help Desk Supervisor leads first- and second-tier support across the organization, ensuring timely, professional, and effective service. Serving as both a people leader and senior technical resource, this role supervises support staff, manages queues and escalations, coordinates hardware and software delivery, and partners with IT teams and business leaders to resolve issues. The Supervisor maintains a positive outlook while anticipating problems to drive practical solutions.

This position is 100% in office at our Headquarters in Tempe, AZ.

ESSENTIAL FUNCTIONS

Helpdesk Operations

• Oversee daily operations and ensure appropriate coverage during business hours.

• Monitor incidents, service requests, and queues; manage assignments, priorities, aging and escalations to meet service-level expectations.

• Track and report performance metrics to ensure high-impact or business-critical incidents are escalated promptly.

• Coordinate support for hardware, software, networks, telecommunications, printers, mobile devices, and business applications.

• Serve as the escalation point for complex issues and coordinate with Infrastructure, Network, Security, Applications, and other IT teams.

• Keep users informed of outstanding incidents and address recurring problems by working with the appropriate teams on root causes.

Team Leadership & Supervision

• Provide direct supervision and day-to-day leadership to Helpdesk technicians and support staff.

• Assign workload and ensure work is distributed appropriately across the team.

• Establish clear expectations regarding technical support, customer service, documentation, communication, and professionalism.

• Conduct regular one-on-one meetings with team members to provide coaching, mentoring and technical guidance.

• Identify training opportunities and create development plans for Helpdesk employees.

• Participate in recruiting, interviewing, onboarding, and training new Helpdesk employees.

• Conduct performance evaluations and provide ongoing performance feedback.

• Address performance or attendance concerns in accordance with company policies.

• Encourage knowledge sharing and cross-training to reduce dependency on individual team members.

Incident & Request Management

• Ensure all support requests are properly documented within the organization's IT Service Management platform.

• Establish and maintain ticket categorization, prioritization, assignment, escalation, and closure standards.

• Review aging tickets and actively drive resolution of overdue requests.

• Ensure tickets contain sufficient troubleshooting notes, resolution details, and user communication.

• Manage escalations from employees, managers, executives, and business departments.

• Coordinate response to widespread technical incidents and outages.

End-User Technology

Oversee support for the following technologies:

• Windows workstations and laptops; Microsoft 365; Teams; Outlook and Exchange Online

• Microsoft Entra ID, Microsoft Intune, and multifactor authentication (MFA)

• VPN and remote access; Remote Desktop environments

• Mobile devices, printers, peripherals, and conference-room technology

• Business applications, network connectivity, Wi-Fi, VoIP, and telecommunications

• Ensure technicians follow standardized troubleshooting procedures before escalating incidents.

User Lifecycle Management

• Oversee IT onboarding and offboarding activities.

• Ensure new employees receive required hardware, software, accounts, licensing, and access before their start date whenever possible.

• Coordinate account creation and access requests with appropriate IT teams.

• Ensure terminated employee access is disabled according to established procedures.

• Oversee collection, reconfiguration, and redistribution of returned IT equipment.

• Ensure Helpdesk processes follow approved identity and access-management practices.

• Review requests for access changes and ensure proper authorization is obtained.

Endpoint & Device Management

• Assist with deployment and management of company computers and mobile devices, including endpoint configuration through Intune or other management platforms.

• Ensure endpoints meet company configuration and security requirements.

• Coordinate operating system upgrades, application deployments, patches, and device replacements.

• Maintain accurate hardware and software inventories and manage equipment lifecycle processes, including procurement coordination, deployment, repair, replacement, and retirement.

• Identify aging or problematic equipment and recommend replacement strategies.

IT Service Management & Process Improvement

• Develop, document, and continuously improve Helpdesk procedures.

• Create standardized troubleshooting workflows and escalation paths.

• Maintain a knowledge base of common issues and documented resolutions.

• Identify opportunities for automation and self-service.

• Reduce repetitive manual support tasks wherever practical.

• Work with IT leadership to establish service-level objectives and Helpdesk performance standards.

• Recommend improvements to tools, processes, staffing, and technology based on support trends.

• Support the development and adoption of company standard operating procedures (SOPs), including those involving teams outside IT.

Security & Compliance

• Ensure Help Desk activities comply with cybersecurity…