Mid Level Help Desk Supervisor Jobs
Mid level help desk supervisor jobs call for professionals ready to own ticket escalation workflows end to end, mentor tier-one agents, and make staffing and process decisions with minimal oversight. Openings are concentrated across Technology & Software, Education, and Staffing & Recruiting, with a mix of on-site, remote, and hybrid settings, and employers like Software Technology, Jobot, and BCS365 hiring at this level now.
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INTRODUCTION
The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission. At Howard University, we prioritize well-being and professional growth.
Here Is What We Offer
- Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
- Work-Life Balance: PTO, paid holidays, flexible work arrangements
- Financial Wellness: Competitive salary, 403(b) with company match
- Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
- Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture
Join Howard University and thrive with us!
BASIC FUNCTION:
We are seeking a Service Desk Support Technician to provide Tier 2 support to the ETS Service Desk and manage tickets using our ServiceNow system. This IT support professional will serve as the first line of support for all faculty, staff and student information technology issues and work with available resources, hardware, and software vendors to provide effective solutions, break/fix, and problem resolution.
SUPERVISORY ACCOUNTABILITY:
N/A
NATURE AND SCOPE:
Internal contacts generally include administrators, faculty, students, and staff. External contacts generally include vendors, consultants, visitors, and the public.
PRINCIPAL ACCOUNTABILITIES:
- Provide Tier 1 technical support via phone, email, chat, or in person support to resolve issues and provide courteous and knowledgeable assistance with questions.
- Serve as the primary contact for solving, assigning, and escalating tickets to Tier 2 support as needed.
- Perform installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers.
- Maintain, troubleshoot, and repair technical infrastructure including desktop hardware, operation systems, applications, and office systems.
- Assist in development and maintenance of end-user documentation, Knowledge Base articles, standard operating procedures.
- Asset Management Support: software licenses and keys, hardware leases, service contracts, asset inventory and labeling.
- Track and document all system changes, problems, incidents, service requests, and work tasks within ServiceNow.
- Position may also require occasional unpacking/moving & installation of IT equipment weighing up to 25 pounds (or greater with additional assistance).
- May frequently position self to maintain computers/pull cords under desks and in server closets.
- Train users in technical aspects of systems and business processes.
- Perform other job-related duties as assigned.
CORE COMPETENCIES:
- Ability to work onsite in Washington, DC.
- Ability to provide executive level support to AVPs, VPs, EVPs.
- Ability to learn new software and operating systems; ability to identify and resolve problems, including hardware and software problems.
- Responsible for accurate and reliable maintenance, documentation, and testing of internal systems.
- Ability to communicate effectively orally and in writing with a diverse population. Must be detail oriented and organized.
- Ability to exercise discretion and ensure a high-level of confidentiality.
- Ability to establish and maintain effective and harmonious work relations with faculty, staff, students, and the public. End User friendly attitude with a passion for information services support.
- Ability to troubleshoot and support Windows 11, macOS, Android, and iOS devices.
- CompTIA A+ Certification or equivalent is required.
- Experience using ServiceNow ITSM or similar system is required.
- ITIL V4 or V5 Foundations Certification is a plus.
- Additional CompTIA Certs (Network+, Security+, etc.) is a plus.
MINIMUM QUALIFICATIONS
Bachelor's degree. Three to five years of related work experience may be substituted in lieu of educational qualifications or a related certification. Previous experience as an IT Help Desk Technician. Experience in conducting routine system administration tasks and logging data in system admin logs. Experience with hardware, software, and cloud systems management. Strong critical thinking and problem-solving skills. Prior work experience in a fast-paced environment. Must be punctual and dependable.
Compliance Salary Range Disclosure
Expected Salary Range: $45,000 - $51,600
INTRODUCTION
The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission. At Howard University, we prioritize well-being and professional growth.
Here Is What We Offer
- Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
- Work-Life Balance: PTO, paid holidays, flexible work arrangements
- Financial Wellness: Competitive salary, 403(b) with company match
- Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
- Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture
Join Howard University and thrive with us!
BASIC FUNCTION:
We are seeking a Service Desk Support Technician to provide Tier 2 support to the ETS Service Desk and manage tickets using our ServiceNow system. This IT support professional will serve as the first line of support for all faculty, staff and student information technology issues and work with available resources, hardware, and software vendors to provide effective solutions, break/fix, and problem resolution.
SUPERVISORY ACCOUNTABILITY:
N/A
NATURE AND SCOPE:
Internal contacts generally include administrators, faculty, students, and staff. External contacts generally include vendors, consultants, visitors, and the public.
PRINCIPAL ACCOUNTABILITIES:
- Provide Tier 1 technical support via phone, email, chat, or in person support to resolve issues and provide courteous and knowledgeable assistance with questions.
- Serve as the primary contact for solving, assigning, and escalating tickets to Tier 2 support as needed.
- Perform installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers.
- Maintain, troubleshoot, and repair technical infrastructure including desktop hardware, operation systems, applications, and office systems.
- Assist in development and maintenance of end-user documentation, Knowledge Base articles, standard operating procedures.
- Asset Management Support: software licenses and keys, hardware leases, service contracts, asset inventory and labeling.
- Track and document all system changes, problems, incidents, service requests, and work tasks within ServiceNow.
- Position may also require occasional unpacking/moving & installation of IT equipment weighing up to 25 pounds (or greater with additional assistance).
- May frequently position self to maintain computers/pull cords under desks and in server closets.
- Train users in technical aspects of systems and business processes.
- Perform other job-related duties as assigned.
CORE COMPETENCIES:
- Ability to work onsite in Washington, DC.
- Ability to provide executive level support to AVPs, VPs, EVPs.
- Ability to learn new software and operating systems; ability to identify and resolve problems, including hardware and software problems.
- Responsible for accurate and reliable maintenance, documentation, and testing of internal systems.
- Ability to communicate effectively orally and in writing with a diverse population. Must be detail oriented and organized.
- Ability to exercise discretion and ensure a high-level of confidentiality.
- Ability to establish and maintain effective and harmonious work relations with faculty, staff, students, and the public. End User friendly attitude with a passion for information services support.
- Ability to troubleshoot and support Windows 11, macOS, Android, and iOS devices.
- CompTIA A+ Certification or equivalent is required.
- Experience using ServiceNow ITSM or similar system is required.
- ITIL V4 or V5 Foundations Certification is a plus.
- Additional CompTIA Certs (Network+, Security+, etc.) is a plus.
MINIMUM QUALIFICATIONS
Bachelor's degree. Three to five years of related work experience may be substituted in lieu of educational qualifications or a related certification. Previous experience as an IT Help Desk Technician. Experience in conducting routine system administration tasks and logging data in system admin logs. Experience with hardware, software, and cloud systems management. Strong critical thinking and problem-solving skills. Prior work experience in a fast-paced environment. Must be punctual and dependable.
Compliance Salary Range Disclosure
Expected Salary Range: $45,000 - $51,600
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Top Industries Hiring
- Technology & Software
- Education
- Staffing & Recruiting
- Healthcare & Medical Services
Mid Level Help Desk Supervisor Jobs: Frequently Asked Questions
How do I get a mid level help desk supervisor job?
Position yourself by highlighting hands-on experience leading support queues, resolving escalated issues, and improving response times. Emphasize any process improvements you owned, tools you administered, and junior staff you guided. Tailor your resume to show measurable impact, such as reduced ticket backlog or improved customer satisfaction scores, and apply to roles that match the scope you have already been managing.
Which companies hire mid level help desk supervisors?
Companies hiring mid level help desk supervisors right now include Software Technology, Jobot, and BCS365, based on current listings on Migrate Mate as of November 2026. At this level, hiring comes from a broad range of employers, including large enterprises with dedicated IT support departments and mid-size organizations scaling their internal help desk operations.
Are there remote mid level help desk supervisor jobs?
Yes, though remote availability varies by employer. About 0% of mid level help desk supervisor openings are remote or hybrid as of November 2026, reflecting demand for supervisors who can manage distributed support teams and monitor ticketing systems without being on-site. On-site roles remain common where hands-on hardware support or secure facilities are involved.
How do I move up to a mid level help desk supervisor role?
Moving into a mid level help desk supervisor role comes from building a consistent record of handling escalations independently, learning ITSM platforms like ServiceNow or Jira, and stepping into informal leadership, such as training new hires or coordinating shift coverage. Demonstrating ownership of a process, even a small one, and quantifying its outcome signals readiness to take on a formal supervisory title.
Which industries hire the most mid level help desk supervisors?
Mid Level help desk supervisor roles concentrate in Technology & Software, Education, and Staffing & Recruiting, based on current listings on Migrate Mate as of November 2026. These sectors drive hiring at this level because they maintain large internal user bases, complex IT environments, or regulated systems that require consistent, supervised technical support operations.