Service Desk Supervisor

Overview

We are seeking a Service Desk Supervisor to lead and continuously improve our IT Service Desk operations. This role is responsible for service delivery planning, staff leadership, process development, and ensuring a high-quality end-user experience across the organization. The ideal candidate is a hands-on IT leader with strong customer service instincts, technical expertise, and experience managing service desk teams and workflows.

This position reports to the Manager of Information Technology Services and Analytics Group and plays a key role in service management, change management, and operational excellence.

• Service Desk Leadership & Operations
• Service Management & Process Improvement
• Change & Release Management
• Technology, Budgeting & Strategy
• Training & User Experience
• On-Call & Support Coverage

• High school diploma or equivalent (required)
• Associate degree in Business Administration, Computer Science, CIS, or related field (preferred)
• CompTIA A+ and Network+ or equivalent certifications (preferred)

• 4+ years in a Service Desk or Help Desk role
• 5+ years supporting enterprise-class networks and end users
• Experience managing or leading service desk or call center operations

• Strong experience with modern Windows client operating systems
• Above-average knowledge of networking fundamentals and physical cabling (Ethernet patch panels, jacks, plugs)
• Experience with service desk systems such as Dell KACE, Manage Engine, or similar
• Familiarity with IT service and deployment frameworks (ITIL 4, Agile, EDM, etc.)