IT Help Desk Supervisor

Location: DFW

Department: DEPADM

The Opportunity

Were seeking a highly technical Help Desk Supervisor to lead our IT support team and ensure efficient resolution of user issues across all support levels. This role will oversee daily operations of the help desk manage the ticketing system and provide hands-on support for complex technical issues. The ideal candidate will have strong troubleshooting skills leadership experience and the ability to coordinate and mentor a team handling 1st 2nd and 3rd level support. This position is fully on-site at our current North Dallas office and will be moving to West Plano by the end of the year.

What you will do

Supervise the daily operations of the help desk team ensuring timely and effective resolution of support requests.

Manage and optimize the ticketing system ensuring accurate tracking prioritization and escalation of issues.

Provide technical guidance and hands-on support for 1st 2nd and 3rd level incidents and service requests.

Develop and implement help desk procedures service level agreements (SLAs) and performance metrics.

Monitor system performance and ticket trends to identify recurring issues and recommend long-term solutions.

Collaborate with network infrastructure and application teams to resolve escalated issues.

Train and mentor help desk staff to improve technical skills and customer service.

Ensure consistent communication and documentation throughout the incident lifecycle.

Participate in system upgrades deployments and other IT projects as needed.

Required Qualifications

Associate or Bachelors degree in Information Technology Computer Science or related field (or equivalent experience).

5 years of IT support experience including at least 2 years in a supervisory or lead role.

Strong knowledge of ticketing systems (e.g. ConnectWise PSA ServiceNow Jira Zendesk or similar).

Proven ability to troubleshoot hardware software and network issues across Windows and/or Mac environments.

Experience managing 1st 2nd and 3rd level support operations.

Strong understanding of ITIL processes and best practices.

Excellent leadership communication and organizational skills.

Preferred Qualifications

Industry certifications such as CompTIA A Network or ITIL Foundation preferred.

How we support you

We believe your best work happens when you feel supported - professionally personally and financially. Thats why we offer a range of benefits designed to help you thrive stay healthy and plan for the future.

• Performance-driven rewards Competitive pay with incentive opportunities that recognize your results and contributions.
• Comprehensive healthcare Medical dental and vision coverage that supports you and your familys total well-being.
• Security and peace of mind Life and disability insurance programs that provide protection when it matters most.
• Flexible benefits options A variety of voluntary benefits so you can personalize coverage to fit your needs.
• Time to recharge Generous paid time off to relax travel and maintain a healthy work-life balance.
• Investing in your growth Education assistance and tuition support to help you build skills and advance your career.
• Planning for the future Retirement and savings programs that help you achieve long-term financial confidence.

Come build with us

At Integra were driven by a vision to transform the data center industry. We specialize in delivering optimized turnkey solutions that bring together speed quality and reliability - helping our clients build and operate the mission-critical infrastructure that powers todays digital world. Integra is a vertically integrated company - owning and managing every phase of the process from site selection and design to manufacturing procurement commissioning and warranty. This approach allows us to move faster solve challenges more efficiently and deliver exceptional outcomes for our partners.

What truly sets Integra apart is our people. We are a team of problem-solvers engineers builders and operators who thrive on tackling complex challenges and delivering results. Our culture values collaboration accountability and continuous improvement - because in a rapidly evolving digital landscape excellence and adaptability matter.

Joining Integra means being part of a company that is shaping the future of data center infrastructure. If youre passionate about innovation impact and building systems the world depends on youll find the opportunity to grow and make a difference here.

Equal Opportunity Statement

Integra provides equal employment opportunities for all people. No employee or applicant for employment will be discriminated against because of race creed origin marital status sexual orientation age otherwise qualified disabled or veteran status or any other characteristic protected by law. If you are a qualified applicant who requires reasonable accommodation to complete a job application pre-employment testing a job interview or to otherwise participate in the hiring process please contact