Service Desk Supervisor

The Service Desk Supervisor is responsible for providing dynamic leadership and operational oversight for our service desk. This role will manage the daily operations of the service desk, coordinate team activities, ensure high-quality service delivery, and act as the primary escalation point for any service desk challenges. The Supervisor collaborates closely with the Service Desk Manager to implement process enhancements and strategic initiatives, all while maintaining a strong focus on customer satisfaction and operational excellence. Key Responsibilities Lead and supervise the operational activities of the service desk. Manage daily shift operations and coordinate team efforts effectively. Act as the primary point of escalation for service desk-related issues. Monitor adherence to service level agreements (SLAs) and maintain quality standards. Provide technical guidance and support with troubleshooting. Conduct quality assurance reviews for service desk interactions. Train and mentor service desk staff to enhance their skills. Prepare shift performance reports and metrics for analysis. Required Qualifications Bachelor's degree in IT, Business Administration, or related field. 6+ years of experience in service desk operations. At least 2 years of supervisory or leadership experience. Comprehensive knowledge of ITIL principles and processes. Proficiency in service desk and IT Service Management (ITSM) platforms. Exceptional problem-solving and technical troubleshooting skills. Outstanding leadership and communication abilities. Adept at managing multiple priorities in a fast-paced environment. Job Specific Skills Leadership in Service Desk Operations. Expertise in ITIL and IT Service Management processes. Strong skills in Technical Troubleshooting and Escalation Management. Team Supervision and Mentoring capabilities. Experience with Shift Operations and Quality Control. Preferred Skills ITIL Foundation certification. Expertise in ServiceNow platform. Experience in Federal IT operations. Multi-site service desk coordination experience. Skill in performance metrics and reporting. Compensation Ranges Compensation for this role will vary based on several factors, including but not limited to location, skills, education level, certifications, client needs, contract-specific affordability, and experience. The provided salary range is a general guideline and reflects the unique nature of this role. Monetary compensation is part of a comprehensive compensation and benefits package. EEO Requirements Our policy is to ensure that an individual's race, color, religion, sex, disability, age, sexual orientation, and national origin are not considered in personnel decisions. We are committed to these fundamental policies. All recruiting, hiring, training, and promotion decisions are made without regard to race, color, religion, sex, disability, or age, ensuring equal employment opportunities. Physical Requirements The physical requirements for this position are typical of those necessary to perform the primary functions of the job. Reasonable accommodations may be provided to enable individuals with qualifying disabilities to perform these functions. Disclaimer This job description is intended to convey a general idea of the role and does not encompass all duties and responsibilities that may be assigned. Salary range: $84,900 - $154,500

Created: 2026-03-04