{"id":2462193,"url":"https://alion.io/job/cranial-technologies-it-help-desk-supervisor","title":"IT Help Desk Supervisor","company":{"id":52040,"name":"Cranial Technologies","domain":"cranialtech.com","url":"https://alion.io/company/cranial-technologies","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":75000,"max":95000,"currency":"USD","period":"year","gross":null,"usd_annual":95000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"HIPAA","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Least Privilege","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Outlook","optional":false},{"name":"Supervision","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-13T14:34:29Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-17T00:29:46Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Cranial Technologies is the only company in the world completely dedicated to researching and treating plagiocephaly (commonly called flat head syndrome). With over 500,000 babies successfully treated, we are the plagiocephaly experts and the leader in pediatric cranial shaping orthoses. \nCranial Technologies also provides treatment with EarWell ® to correct infant ear shapes without surgery. With over 600,000+ successful outcomes, EarWell ® is a proven, non-invasive treatment option for families. \nWe are looking for a IT Help Desk Supervisor to join our growing team.\nThe IT Help Desk Supervisor leads first- and second-tier support across the organization, ensuring timely, professional, and effective service. Serving as both a people leader and senior technical resource, this role supervises support staff, manages queues and escalations, coordinates hardware and software delivery, and partners with IT teams and business leaders to resolve issues. The Supervisor maintains a positive outlook while anticipating problems to drive practical solutions.\nThis position is 100% in office at our Headquarters in Tempe, AZ.\nESSENTIAL FUNCTIONS\nHelpdesk Operations\nOversee daily operations and ensure appropriate coverage during business hours.\nMonitor incidents, service requests, and queues; manage assignments, priorities, aging and escalations to meet service-level expectations.\nTrack and report performance metrics to ensure high-impact or business-critical incidents are escalated promptly.\nCoordinate support for hardware, software, networks, telecommunications, printers, mobile devices, and business applications.\nServe as the escalation point for complex issues and coordinate with Infrastructure, Network, Security, Applications, and other IT teams.\nKeep users informed of outstanding incidents and address recurring problems by working with the appropriate teams on root causes.\nTeam Leadership & Supervision\nProvide direct supervision and day-to-day leadership to Helpdesk technicians and support staff.\nAssign workload and ensure work is distributed appropriately across the team.\nEstablish clear expectations regarding technical support, customer service, documentation, communication, and professionalism.\nConduct regular one-on-one meetings with team members to provide coaching, mentoring and technical guidance.\nIdentify training opportunities and create development plans for Helpdesk employees.\nParticipate in recruiting, interviewing, onboarding, and training new Helpdesk employees.\nConduct performance evaluations and provide ongoing performance feedback.\nAddress performance or attendance concerns in accordance with company policies.\nEncourage knowledge sharing and cross-training to reduce dependency on individual team members.\nIncident & Request Management\nEnsure all support requests are properly documented within the organization's IT Service Management platform.\nEstablish and maintain ticket categorization, prioritization, assignment, escalation, and closure standards.\nReview aging tickets and actively drive resolution of overdue requests.\nEnsure tickets contain sufficient troubleshooting notes, resolution details, and user communication.\nManage escalations from employees, managers, executives, and business departments.\nCoordinate response to widespread technical incidents and outages.\nEnd-User Technology\nOversee support for the following technologies:\nWindows workstations and laptops; Microsoft 365; Teams; Outlook and Exchange Online\nMicrosoft Entra ID, Microsoft Intune, and multifactor authentication (MFA)\nVPN and remote access; Remote Desktop environments\nMobile devices, printers, peripherals, and conference-room technology\nBusiness applications, network connectivity, Wi-Fi, VoIP, and telecommunications\nEnsure technicians follow standardized troubleshooting procedures before escalating incidents.\nUser Lifecycle Management\nOversee IT onboarding and offboarding activities.\nEnsure new employees receive required hardware, software, accounts, licensing, and access before their start date whenever possible.\nCoordinate account creation and access requests with appropriate IT teams.\nEnsure terminated employee access is disabled according to established procedures.\nOversee collection, reconfiguration, and redistribution of returned IT equipment.\nEnsure Helpdesk processes follow approved identity and access-management practices.\nReview requests for access changes and ensure proper authorization is obtained.\nEndpoint & Device Management\nAssist with deployment and management of company computers and mobile devices, including endpoint configuration through Intune or other management platforms.\nEnsure endpoints meet company configuration and security requirements.\nCoordinate operating system upgrades, application deployments, patches, and device replacements.\nMaintain accurate hardware and software inventories and manage equipment lifecycle processes, including procurement coordination, deployment, repair, replacement, and retirement.\nIdentify aging or problematic equipment and recommend replacement strategies.\nIT Service Management & Process Improvement\nDevelop, document, and continuously improve Helpdesk procedures.\nCreate standardized troubleshooting workflows and escalation paths.\nMaintain a knowledge base of common issues and documented resolutions.\nIdentify opportunities for automation and self-service.\nReduce repetitive manual support tasks wherever practical.\nWork with IT leadership to establish service-level objectives and Helpdesk performance standards.\nRecommend improvements to tools, processes, staffing, and technology based on support trends.\nSupport the development and adoption of company standard operating procedures (SOPs), including those involving teams outside IT.\nSecurity & Compliance\nEnsure Help Desk activities comply with cybersecurity policies and protect confidential, sensitive, and patient information.\nVerify user identity before password resets or access changes; apply least-privilege principles when granting access.\nImmediately escalate suspected phishing, malware, compromised accounts, and other cybersecurity incidents.\nSupport endpoint security, MFA, encryption, patching, device compliance, security awareness, and compliance initiatives.\nApply relevant company requirements, including HIPAA and FDA 21 CFR Part 11, as applicable.\nVendor, Budget & Service Delivery\nCoordinate IT hardware and software delivery at new and existing clinics.\nManage vendor relationships, including business reviews, requests for proposals, issue resolution, and cost-saving opportunities.\nAssist with annual capital and operating budget planning and management, including service agreements and computer-replacement plans.\nManage telecommunications services, including company cellular devices and internet connections; share responsibility for supporting cloud-based VoIP services.\nDrive continual improvement in processes, cost efficiency, and customer satisfaction.\nROLE EXPECTATIONS\nCommunicate technical information clearly to nontechnical users and provide realistic expectations and regular status updates.\nRemain professional with urgent or frustrated users and prioritize issues by business impact, not solely by order received.\nUnderstand the business impact of technical issues, build strong relationships across departments, and help employees work effectively.\nApply IT service management frameworks and standards, including ITSM and ITIL.\nREQUIREMENTS\nBachelor’s Degree in Information Technology, Computer Science, or a related field.\n5+ years’ experience in Information Technology.\n3+ years’ experience in a supervisory or management role.\nExceptional communication skills, both oral and written.\nStrong knowledge of Windows desktop operating system and experience supporting Microsoft Entra ID / Active Directory environments.\nExperience with endpoint and mobile-device management technologies and an IT Service Management or ticketing platform.\nStrong troubleshooting skills across hardware, software, networking, authentication, and business applications.\nExcellent written and verbal communication, documentation and organizational skills.\nAbility to maintain confidentiality, manage competing priorities, troubleshoot independently and engage specialized IT teams when needed.\nWe offer an excellent benefits package:\nMedical, Vision, and Dental Insurance\n401k Retirement Plan\n18 Days of Paid Time Off plus 7 company-paid Holidays\nLife Insurance\nShort/Long Term Disability Insurance\nThe salary range for this position is $75,000 - $95,000 and is dependent on the applicant's relevant skills and experience. \nHeadquarters Address: 1405 W Auto Drive Tempe, AZ 85284.\n\nApplicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.\nFlorida Candidates Only: We are an employer covered by AHCA's screening program and the person who fills this position will be required to complete this screening. No action is required on your part, and we will reach out once that screening is required. More information can be found here: https://info.flclearinghouse.com/\nYou will receive a confirmation email stating your application has been submitted. If selected for next steps, you will receive a text and/or email notification from Cranial Technologies Recruiting. **Please keep an eye on your spam and junk mail**’\nPlease no phone calls to the clinic or offices regarding the position.\nIf you are unable to submit your application, please email the recruiting department at  for assistance.","description_format":"text","description_chars":9612,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Dental insurance","Life insurance","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical Supplies & Consumables","Mobility & Assistive Devices"],"lifecycle":[{"event":"open","at":"2026-10-13T17:36:21Z"}],"visa":[],"liveness":{"score":84,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.843,"p_room":1,"age_days":2,"expected_fill_days":13,"reasons":["conf:2","win:early"],"computed_at":"2026-10-16T05:45:00Z"},"pay":{"stated_usd_annual":95000,"is_top_pay":false},"html_url":"https://alion.io/job/cranial-technologies-it-help-desk-supervisor","json_url":"https://alion.io/job/cranial-technologies-it-help-desk-supervisor.json","meta":{"generated_at":"2026-10-17T01:46:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2445,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":52040},"rest":"https://alion.io/mcp/rest/get_company?id=52040"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcranial-technologies-it-help-desk-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcranial-technologies-it-help-desk-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcranial-technologies-it-help-desk-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cranial-technologies-it-help-desk-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcranial-technologies-it-help-desk-supervisor"}]}