Help Desk Supervisor

At Everus, employees come first. We provide great pay, benefits and growth opportunities to more than 8,000 highly skilled team members across the country who are united by the common goal of safely Building America's Future. We take great pride in the work our employees do each day, which drives our success as one of the Top 10 largest specialty contractors in the nation, and we will ensure you have the tools, training and opportunities for a successful career. We look forward to having you on the team!

Responsible for supervising and managing the day-to-day operations of the Everus help desk team, ensuring efficient and effective resolution of IT support tickets and requests.

Responsible for understanding, upholding, and promoting the Everus 4EVER Strategy.
Employees | Value | Execution | Relationships

• Requires knowledge of information technology, troubleshooting hardware, software, and networking issues across various platforms, at a level normally acquired through the completion of a four-year degree in information technology, computer science or related field; and
• Five years of experience working in all aspects of IT support or help desk roles, of which includes 3 years' experience in a supervisory or leadership capacity.

• Supervises and leads a team of help desk technicians, provides guidance, leads by example and coaches to ensure high performance and professional development.
• Allocates help desk resources, including assigns tasks, sets priorities, monitors and manages workload to ensure timely resolution of support tickets and requests.
• Serves as a point of escalation for complex technical issues, provides hands-on troubleshooting and problem-solving assistance to help desk technicians as needed.
• Develops and implements help desk policies, procedures, and best practices to streamline operations, improve efficiencies, and enhance customer satisfaction.
• Monitors help desk performance metrics, such as ticket response times, resolution rates, and customer satisfaction scores, and implements strategies to meet or exceed service level agreements (SLAs).
• Coordinates with other IT teams and departments to escalate and resolve issues that require specialized expertise or resources beyond the help desk's capabilities.
• Conducts regular performance evaluations, provides constructive feedback, and identifies opportunities for training and skills development to help desk staff.
• Stays up-to-date on emerging technologies, IT trends, and industry best practices to continuously improve help desk operations and service delivery.
• Handles customer escalations and complaints, demonstrates strong communication and conflict resolution skills to ensure positive outcomes.
• Performs other tasks and special projects as assigned.

• Salary range $82,150- $102,691
• Annual short-term incentive bonus of up to 20% of eligible wages based on eligibility and company goal achievement.
• Medical insurance (health savings account), including free programs like Learn to Live, Omada and Grand Rounds.
• Virtual care options, including Hinge Health, virtual primary care and Doctor on Demand.
• Prescription delivery service.
• Dental insurance.
• Vision insurance.
• Life insurance for employees, spouses and dependents.
• Accidental death and dismemberment (AD&D) insurance.
• Flexible spending accounts.
• 401(k) plan with matching contribution and retirement contribution.
• Employee Assistance Program.
• Disability insurance.
• Sick leave
• Vacation.
• 11 paid holidays.
• Flexible work hours, where feasible.
• Employee discount programs.

• ITIL certification.
• HDI Support Center Manager certification.
• CompTIA A+ and Microsoft Certified Desktop Support Technician (MCDST) certifications preferred.
• Project management experience.
• Cloud infrastructure (IaaS) experience (Azure).
• Microsoft Entra ID and Active Directory experience.
• Microsoft Intune experience.
• M365 (Exchange & Teams) experience.
• SharePoint Online (SPO) experience.

• Background check, MVR and drug screen may be required

Current Everus employees: Ask HR about our referral program!