Supervisor, IT Helpdesk

Ovii's Interpretation of the Role

The Helpdesk Supervisor leads SpotOn's IT Helpdesk team in Bengaluru, ensuring timely ticket resolution, SLA compliance, and high‑quality support for internal users. The role blends people‑management, process improvement, and hands‑on technical expertise across identity, workspace, and device administration.

Role Snapshot

• Lead and mentor Helpdesk staff
• Drive SLA adherence and ticket throughput
• Manage schedules, 1:1s, and regional meetings
• Coordinate with cross‑functional tech teams
• Escalate and resolve complex tickets
• Build and refine support processes

Must-Have Requirements

• Okta user/group administration
• Google Workspace administration
• macOS and Windows configuration
• Desktop hardware troubleshooting
• PC hardware repair
• Networking technologies
• VoIP softphone deployment
• US English verbal and written communication
• Google Workspace admin
• macOS & Windows configuration
• High school diploma or better
• US work authorization required
• Visa sponsorship not available

Nice-to-Have Signals

• Multilingual ability
• Multilingual communication

Work Setup

• Location: Bengaluru, India
• Work mode: ONSITE
• Employment type: Full-Time

Eligibility Gates

• Work authorization: US work authorization required
• Visa sponsorship: no

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Travel

What You'll Likely Work On

• Guide Helpdesk staff on policy, procedural, and technical queries
• Monitor and enforce SLA targets, addressing bottlenecks promptly
• Oversee staff scheduling, conduct bi‑weekly 1:1s, and run weekly regional meetings
• Mentor, train, and develop team members to raise support quality
• Collaborate with other technology teams to ensure safe, reliable operations
• Handle ticket escalations, fill‑in support, and surge periods as needed
• Create and refine processes that improve issue accountability and closure speed

Good Fit If You Have

• Independent work style with strong self‑direction
• Proven ability to design and implement quality‑focused processes
• Multilingual ability is a plus
• Comfortable communicating clearly in US English