Service Desk Supervisor

Join a team of proud, passionate, and caring people that together share their diverse talents and backgrounds to serve our members and grow the game of golf. Being at the PGA of America means you are supported, respected, and appreciated for your contributions.

Are you a hands‑on problem solver who thrives in a fast‑paced, unconventional tech environment? Do you love leading teams, tackling new challenges, and making a real impact every day? The PGA of America is seeking a Service Desk Supervisor who’s ready to roll up their sleeves, drive innovation, and deliver exceptional support to our staff, members, and partners.

• Lead & Inspire
  • Supervise, mentor, and empower a Service Desk Analyst and Technician, plus oversee a third‑party Tier 0/1 help desk.
  • Foster a collaborative, inclusive, and high‑performing team culture where people love to follow your lead.
• Own Service Desk Operations
  • Manage day‑to‑day support for all tech—email, tickets, chat, phone, and walk‑ups.
  • Create, implement, and support Service Level Agreements (SLAs) to ensure timely, high‑quality service.
  • Keep ticket queues moving, documentation sharp, and processes running smoothly.
• Be the Go‑To Problem Solver
  • Serve as escalation point for complex (Tier 3) technical issues—hardware, software, network, AV, and more.
  • Jump in on Tier 1 and 2 tickets as needed, and coach your team to new heights.
  • Administer and optimize key systems:
    Okta, Google Workspace, Intercom, Asana, Slack, Mosyle, Ninja
    
    RMM, and more.
• Drive Proactive Solutions
  • Spot trends, recurring issues, and opportunities for improvement before they become problems.
  • Use root cause analysis to fix issues at their source and prevent them from coming back.
  • Research, propose, and implement automation and workflow enhancements.
• Lead Projects
  • Take the reins on technical projects from start to finish—planning, execution, documentation, and cross‑team collaboration.
  • Manage inventory and deploy devices for staff and events using RMM and MDM tools.
• Support the Action
  • Coordinate with the Event Technology Product Manager to ensure seamless tech support during championship and travel seasons.
  • Travel up to 10% to support off‑site events and championships—be where the action is!
• Champion Customer Service
  • Set the gold standard for customer service—professional, empathetic, and solutions‑focused.
  • Train and coach your team in best practices, ensuring every user walks away satisfied.
• Live Our Values
  • Contribute to a respectful, inclusive, and values‑driven environment.
  • Embody the PGA’s commitment to learning, growth, and continuous improvement.

• Education – Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent combination of education, training, and experience).
• Experience – 3 years in a technical support or service desk environment, with at least 1 year in a supervisory or lead role.
• Technical Support Expertise – Experience with ticketing systems (e.g., Intercom, Asana), identity management tools (e.g., Okta), and administering AV and endpoint management systems.
• Preferred Experience – Managing third‑party service providers, automation tools and scripting, and support for live events or sports/entertainment environments.
• Certifications – CompTIA A+, Google Workspace Administrator, or similar certifications preferred.

• Strong customer‑service instincts and passion for helping others.
• Excellent communication, leadership, and multi‑project management skills.
• Proactive, self‑starting mindset with strong problem‑solving abilities.
• Advanced troubleshooting across Windows, macOS, Chrome
  
  OS, iOS, Android, and Google Workspace.
• Automation, scripting skills, and working knowledge of Google Workspace productivity tools.
• Basic AI tools and concepts knowledge for business operations and innovation.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position. The PGA does not discriminate on the basis of race, color, creed, religion, gender, age, disability, sexual orientation, national origin, citizenship, veteran status, or any other protected characteristic. All staff members are required to participate in fair employment procedures that provide equal employment opportunities to all people.