Supervisor, IT Help Desk

Confirmed live in the last 24 hours

Lightspeed DMS

South Jordan, UT

On-site

Posted April 14, 2026

Job Description

Company Overview:

Lightspeed is the leading provider of cloud-based software for dealerships, serving the Powersport, Marine, RV, Trailer, and Golf Car industries adding hundreds of dealerships to the Lightspeed community each year.

Lightspeed’s Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including Sales, Parts, Service, Rentals, Payments, Accounting, and Customer Relationship Management (CRM). When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers.

Lightspeed is the most complete and integrated DMS in the industry with over 500 integrations with Original Equipment Manufacturers (OEMs), aftermarket parts and accessory distributors and dozens of other software tools that a dealership may use to run their business. Uniquely designed by dealers for dealers, and refined over the past 4 decades, Lightspeed empowers over 4,500+ dealers across North America with the tools and technology they need to manage their dealerships.

Position Summary

As a Supervisor, IT Help Desk, you will lead and mentor the IT Help Desk team, serving as the escalation point for complex technical issues and ensuring the delivery of high-quality support services to internal employees. You will be responsible for team performance, staffing, process improvement, and cross-functional collaboration with Systems Administrators and IT leadership. This role is ideal for an experienced IT professional who is passionate about people management, operational excellence, and creating a service-first support culture.

What You’ll Do

Team Leadership & Management

Supervise, coach, and mentor a team of Tier I and II IT Support Technicians, fostering a collaborative and high-performance culture.
Conduct regular one-on-ones, performance reviews, and development conversations with team members.
Manage scheduling and staffing to ensure adequate coverage and support for business operations.
Onboard and train new help desk technicians, ensuring alignment with established procedures and quality standards.
Identify skills gaps and coordinate training opportunities to support team growth and career development.

Escalation & Technical Support

Serve as the primary escalation point for complex or high-priority issues that exceed Tier I and II scope.
Collaborate with Systems Administrators and IT leadership to resolve escalated tickets in a timely manner.
Maintain hands-on technical proficiency in areas including Microsoft 365, Entra ID (Azure AD), endpoint management, and network troubleshooting.
Step in to provide direct end-user support during peak demand or staffing gaps as needed.

Ticket & Queue Management

Monitor the ticketing queue to ensure tickets are correctly prioritized, assigned, and resolved within SLA targets.
Analyze ticket trends and recurring issues to identify opportunities for proactive resolution or process improvement.
Generate and review weekly/monthly reports on team performance, ticket volume, SLA compliance, and customer satisfaction.
Define and enforce ticketing standards, ensuring complete and accurate documentation of all support interactions.

Process Improvement & Documentation

Develop and maintain IT procedures, runbooks, and knowledge base articles to improve team efficiency and consistency.
Identify opportunities to automate or streamline repetitive support tasks.
Establish and refine escalation paths, workflows, and service delivery standards.
Ensure the team knowledge bas

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