Full job description

Location: Las Vegas, NV

About Switch

At Switch, we don’t just design, build and operate data centers—we are enabling the technology of the future. Led by Founder & CEO, Rob Roy, we believe in revolutionary innovation, operational excellence and the principle of karma. Switch is where talented people come together to EVOLVE the digital world.

We believe that innovation isn’t just about technology—it’s about the people, culture, and purpose that make it happen. Every Switch team member contributes to a mission greater than themselves: to create the world’s most advanced digital infrastructure that powers the progress of humanity.

The Role: Help Desk Supervisor

This role provides day-to-day supervision of the IT Help Desk team, ensuring consistent, high-quality support for internal business users. You are responsible for team performance, ticket quality, and adherence to service management processes. The role is hands-on, people-focused, and operates in a fast-paced support environment.

What You’ll Do

• Supervise daily Help Desk operations to ensure service level targets are met.
• Coach, mentor, and support Help Desk technicians, including onboarding and ongoing development.
• Ensure first-level troubleshooting and ticket handling standards are met before escalation.
• Manage escalated and complex support issues to resolution.
• Monitor ticket queues and workflows to ensure quality, accuracy, and timely response.
• Support and improve ITIL-aligned incident and service management processes.
• Maintain and improve the Help Desk knowledge base, documentation, and procedures.
• Analyze Help Desk activity and recommend improvements to tools, workflows, and processes.
• Prepare and review daily, weekly, and monthly service metrics and performance reports.
• Partner with IT management and other technical teams to coordinate issue resolution.
• Support training needs, including development of materials and delivery of new-hire training plans.
• Participate in hiring, interviewing, and performance evaluations.
• Promote a positive, professional support experience for internal clients.
• Ensure work is performed safely and in compliance with company policies.

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