Verticomm Technical Service Desk Supervisor

Verticomm Technical Service Desk Supervisor

EOE Statement:
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

At ACP and Verticomm our goal is to assist our clients by optimizing technology, enhancing productivity, reducing business risk, and maximizing return on investment. Leveraging our expertise and experience, we offer a customized approach to designing, developing, and implementing end-to-end technology solutions scaled to meet client needs.

Please visit our Verticomm website to review our product and service offerings at

As a rapidly growing company, we are seeking talented individuals to join our team. We are currently looking for someone who is team-oriented, innovative, great at helping customers, and who is looking for an opportunity to use their skills and talents to grow professionally.

The Service Desk Supervisor role will involve direct supervision, training, and development of the day‑to‑day service desk team to meet KPI performance. Direct supervision of Levels 1 through 3 support desk engineers for meeting customer SLO/SLA expectations, analysing and reporting on KPI metrics. Technical knowledge of various internal systems, becoming an SME with Connect Wise, Ninja RMM, IT Glue and other systems is required.

Technical knowledge of network elements (firewalls, switches, servers, laptops/desktops, wireless access points); familiarity with Fortinet product is preferred. This role will also encompass process documentation, conducting training sessions, and optimising efficiencies in supporting IT clients. Above‑average communication skills for both internal and external stakeholders are required to succeed in this role.

• Instruct, direct, and assign work to support technicians and ensure optimal performance is achieved.
• Service desk utilisation analysis reporting for daily, weekly, monthly, and quarterly performance.
• Develop and maintain formal processes and procedures for consistency and increased productivity.
• Improve first call resolution, manage Verticomm community perceptions, and build strong internal relationships.
• Build and maintain a qualified support team through hiring and training.
• Manage all service desk projects to meet timelines, objectives, and budget expectations.
• Translate technical issues for impact and prioritise urgency to achieve optimal outcomes.
• Develop and train the service desk team on KPI deliverables, SLA/SLO deliverables, in alignment with business agreements.
• Create documentation, policies, and procedures supporting the service desk operations.
• Communicate proactively to the organization about any risks, incidents, or problems, and plan remediation upon discovery.
• Build and maintain a positive, collaborative, and supportive team environment.

• AA degree in information technology, computer science, engineering, or a related field.
• 2 years of relevant work experience in an MSP or support desk supervisory/management role.
• Demonstrated experience with ticketing systems, preferably Connect Wise, knowledge‑base systems like IT Glue, and familiarity with RMM platforms.
• Strong understanding of support desk organisations and ITIL service‑desk operations concepts, specifically service operations.
• Excellent communication skills with the ability to conduct training and presentations.
• Proficiency in creating and maintaining process documentation.
• Ability to work independently and collaboratively within a team.
• Ability to manage in a rapidly changing environment to meet client expectations.
• Basic understanding of ITIL concepts, specifically service operations.
• Network+ and A+ certifications, MS‑900 or AZ‑900 certifications, Windows 10/11 preferred; willingness to achieve certifications is preferred. We provide time and financial assistance for certification achievement.
• Excellent written and oral communication skills for both internal and external communication.

• Read and interpret various documents…