IT Operations & Help Desk Supervisor

For more than 40 years, Calian has been solving the world’s most complex problems by pairing the brightest minds with powerful technology. Calian solutions impact the world; from the satellites in space that connect us to the farms that feed us, from the medical professionals who care for us to the governments, schools, and companies that make the world better every day.

Position Overview

We are seeking a dedicated IT Operations & Helpdesk Supervisor to lead an on-site support team for a single enterprise mortgage client. This individual will work directly with a project manager, who will provide project scaffolding and high-level objectives. The supervisor will be responsible for translating those objectives into actionable tasks, determining resource allocation across the team, and ensuring successful project execution alongside day-to-day helpdesk operations.

The ideal candidate has strong leadership skills, can thrive in high-stress environments, and has the ability to think critically while balancing multiple priorities. This role also requires occasional availability outside of standard business hours to support urgent internal requests, such as login or device issues for Loan Officers, which, if unresolved, could impact their ability to serve customers.

Responsibilities

Team Leadership & Oversight

• Supervise a team of IT technicians supporting end users at the mortgage client's office.
• Manage team schedules, workload distribution, and daily operations.
• Promote accountability, performance, and a healthy team culture through mentoring and conflict resolution.
• Step in for field coverage or escalations when necessary.

Project Execution & Coordination

• Collaborate directly with the Project Manager to receive high-level project objectives and task frameworks.
• Break down project goals into discrete tasks, assign responsibilities based on team strengths, and oversee progress through completion.
• Monitor project timelines, remove blockers, and communicate status to internal stakeholders and the project manager.

Technical Support & Escalations

• Act as an escalation point for advanced helpdesk tickets and technical incidents.
• Ensure service levels are met and that the support team is delivering timely, high-quality assistance.
• Create and maintain documentation, SOPs, and knowledge base content to support team growth and consistency.

Client Engagement & Communication

• Serve as a primary point of contact for the mortgage client's IT leadership.
• Provide timely support for occasional urgent after-hours requests (e.g., password resets or device issues for Loan Officers).
• Ensure consistent communication between the helpdesk team and the client, especially during escalations or high-priority incidents.

Qualifications

• 3+ years of experience in IT support or helpdesk environments, with 1-2 years in a leadership role.
• Familiarity with:

• Microsoft Intune (endpoint management)
• Microsoft Entra (Azure AD/identity management)
• Cisco Meraki (network troubleshooting and basic configuration)
• Experience with Cloud platforms (AWS, Azure, Google Cloud) 
• Strong troubleshooting skills with Windows OS, desktop/laptop hardware, and general network connectivity.

• Proven experience translating projects into task workflows and assigning duties based on team strengths.
• High emotional intelligence and the ability to lead confidently in high-stress environments.
• Strong communication, documentation, and critical thinking abilities.
• Strong aptitude for scripting in PowerShell or Python to assist with server administration, account creation, and workflow automation.

EEO Statement

Calian is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.

Requisition Number: 1965
Date: July 16, 2025

Location 1: Allen, TX
Remote: Hybrid
Business Unit: IT & Cyber Solutions
Department: Information Systems & Information Technology
Job Type: Full-time
#LI-CH1#
#SF#