Senior Supervisor, Service Desk

Accountabilities

• Manage Service Desk and call center operations, including staffing, scheduling, training, coaching, performance management, and team development.
• Lead talent management activities including recruitment, onboarding, career development, and succession planning to build an engaged and high-performing support organization.
• Oversee daily support activities across ticketing and service management platforms, ensuring effective triage, assignment, escalation, and resolution processes.
• Maintain service level agreements (SLAs), operational metrics, productivity goals, and customer satisfaction standards.
• Provide escalation leadership by partnering with internal support teams and stakeholders to accelerate issue resolution and improve user outcomes.
• Mentor and develop Service Desk Analysts and support agents by strengthening troubleshooting skills, customer service capabilities, and technical knowledge.
• Analyze ticket volumes, call trends, and operational data to identify recurring issues and implement proactive improvements.
• Support technical environments including hardware, virtual desktops, software applications, access management, networking, and business applications.
• Create and maintain documented service desk processes, workflows, and operating procedures to improve consistency and efficiency.
• Drive continuous improvement initiatives through cross-functional collaboration and process optimization.
• Provide hands-on technical support when needed during periods of increased demand, staffing challenges, or critical incidents.
• Support remote teams across different locations and collaborate effectively across geographic boundaries.
• Maintain flexibility to support occasional evening or weekend coverage based on business needs.

Requirements

• 5+ years of experience in a system or service desk support role, including experience in call center environments.
• 2+ years of supervisory or management experience leading technical service desk or support teams.
• Proven experience with hiring, coaching, mentoring, and performance management responsibilities.
• Hands-on experience with Freshdesk, Jira Service Management (JSM), or similar ticketing and support platforms.
• Experience managing remote teams and supporting distributed workforces.
• Ability to analyze service data, create reports, identify trends, and develop improvement strategies.
• Strong understanding of IT support processes, incident management, escalation procedures, and service delivery best practices.
• Excellent communication and interpersonal skills with the ability to collaborate with internal and external stakeholders.
• Strong problem-solving abilities with a proactive approach to identifying and resolving challenges.
• Ability to manage competing priorities while maintaining urgency and service quality.
• Service-oriented mindset with a focus on helping users and improving experiences.
• Bachelor's degree or equivalent professional experience preferred.
• Experience administering or configuring Freshdesk, Jira Service Management, or similar platforms preferred.
• Familiarity with call center technologies such as Genesys, Talkdesk, or equivalent solutions preferred.
• Experience using AI productivity tools to support reporting, analysis, and decision-making preferred.
• Knowledge of Microsoft administration platforms including Office 365, Active Directory, and Entra preferred.

Benefits

• Competitive annual base salary range of approximately $63,000 - $86,000.
• Potential eligibility for annual cash bonus opportunities.
• Comprehensive benefits package including medical, dental, and vision coverage.
• Life insurance benefits.
• 401(k) retirement plan.
• Opportunity to lead and develop a remote, geographically distributed support team.
• Career growth opportunities within a technology-focused organization.
• Ability to influence service delivery strategies and operational improvements.
• Collaborative environment focused on innovation, customer experience, and continuous improvement.