Senior Supervisor, Service Desk

About the role

The Service Desk Team is the first line of service for our employees and client-partners, providing technical assistance for our suite of products and infrastructure used by Clinical Services, Corporate abstraction teams, ROI Specialists, Exchange Solutions teams, and other corporate teams.

Responsibilities

• Manage the Service Desk and call center team, including staffing, training, supervision, and performance evaluation.
• Own talent management for the team—recruiting, onboarding, career development, and succession planning—to build a high-performing, engaged support organization. Direct reports may reside in the United States and/or India, working remotely or in an MRO corporate office.
• Oversee day-to-day Service Desk and call center operations across Freshdesk and Jira Service Management (JSM) to resolve reported technology-related user issues.
• Implement effective ticket and call triage, assignment, diagnosis, escalation, and resolution processes while maintaining SLA and other performance metrics.
• Provide escalation management in partnership with other Support Supervisors to accelerate resolution for support items by collaborating with individual contributors and leaders inside and outside Support Operations.
• Train and mentor Service Desk Analysts and call center agents to develop strong troubleshooting, phone/call handling, and customer service capabilities, providing real-time support and guidance.
• Use analytics and reporting across Freshdesk and JSM to recognize patterns and trends in ticket and call volumes, taking proactive actions to address short-term and long-term issues impacting user experience.
• Support users’ technical platform, including hardware (BYOD equipment), virtual desktop environment, standard software applications, MRO applications, internet/networking, access/security, and new employee technical onboarding.
• Establish documented Service Desk and call center processes and systems spanning Freshdesk and JSM to ensure consistent achievement of targeted SLA performance, staff productivity, client/stakeholder satisfaction, quality, and other operational metrics.
• Engage cross-functionally to promote collaboration in developing continuous process improvement initiatives that enhance operational performance, customer service, and morale.
• Support direct ticket resolution when staffing levels or demand require it, as all MRO technology Support Operations leaders contribute as needed to meet business objectives.
• Flexible availability expected, with potential to work occasional evening and weekend shifts.

As a growth organization, roles and responsibilities may evolve over time.

Requirements

• 5+ years’ experience in a system/service desk support role, including call center environments.
• 2+ years current or previous supervisory or management experience leading a technical Service Desk or call center team, including talent management responsibilities such as hiring, coaching, and/or performance management.
• Hands-on experience with Freshdesk, Jira Service Management (JSM), or similar combined ticketing/call center platforms.
• Comfortability with procuring and analyzing data, building analytics and reporting, and identifying trends.
• Current or previous experience supervising a remote workforce.
• Ability to effectively manage competing priorities with a sense of urgency.
• Excellent communication skills with internal and external customers.
• Service-oriented mentality—actively looking for ways to help people; take initiative and be proactive.
• Enjoy problem-solving and do not become discouraged when facing roadblocks.

Qualifications

• Preferred: Bachelor’s degree or equivalent work experience.
• Preferred: Remote work experience.
• Preferred: Experience administering or configuring Freshdesk and/or Jira Service Management (JSM).
• Preferred: Familiarity with call center platforms (Genesys, Talkdesk, or equivalent) and workforce management or analytics/reporting tools.
• Preferred: Experience using AI tooling, such as Microsoft Copilot or Claude, to aggregate data, support decision-making, or produce presentation-ready artifacts.
• Preferred: Experience with Microsoft administrative platforms, including Office365, Active Directory, and Entra.

Supervisory Responsibilities

• Direct manager of Service Desk Analysts (e.g., Senior Service Desk Analyst) across varying levels of seniority and hierarchy.
• Multiple Supervisors work across service lines and geographic boundaries, occasionally requiring management of non-direct-reporting team members to support planned PTO, major incidents, or project initiatives.

Pay

Salary Range: USD $63,000.00 - USD $86,000.00 per year. It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.

Benefits

• Annual cash bonus (eligibility-based).
• Comprehensive benefits offering, including medical, dental, vision, and life insurance.
• 401(k) plan.