Service Desk Supervisor
About the role
The Markel Service Desk is a critical component of our organization's IT infrastructure. It serves as the primary point of contact for our users and customers who require assistance with IT-related issues, inquiries, or service requests. We are seeking a skilled and motivated Service Desk Supervisor to join our team and oversee the day-to-day operations of our service desk.
The ideal candidate will have a solid background in service desk operations, ticket handling, and IT service management (ITSM) with a focus on ITIL best practices. The Service Desk Supervisor will play a key role in ensuring excellent customer service, increasing first call resolution (FCR), and improving day-to-day service desk performance. A core focus of this role is learning and effectively using our new tools to support and streamline daily operations.
The Service Desk Supervisor reports to the Service Desk Manager and provides direct, hands-on oversight to the service desk team.
Minimum Qualifications
- Experience supervising staff, leading teams, or coordinating day-to-day operational workflows in a service desk, help desk, call center, desktop support, or customer support environment.
- Experience supporting PC and Microsoft Windows environments, including analyzing, diagnosing, installing, configuring, and troubleshooting hardware, peripherals, and software.
- Working knowledge of ITIL/ITSM practices, ticket management, incident management, and service desk performance metrics.
- Knowledge of ServiceNow, including knowledge of ServiceNow reporting using platform analytics and Service Operations Workspace.
- Experience applying process-improvement methods, such as the ITIL Continual Improvement Model or Six Sigma/DMAIC, to improve service delivery, workflow efficiency, and SLA performance.
- Experience managing priorities, coordinating operational initiatives, and collecting, organizing, and presenting performance data, including status reporting.
- Demonstrated organizational, communication, collaboration, customer service, analytical, and problem-solving skills.
- Ability to learn new tools and technologies quickly, adapt to evolving environments, and help team members adopt process and service delivery improvements.
- Ability to manage competing priorities in a fast-paced environment while maintaining a customer-focused approach.
Additional Considerations
- Experience in a structured service desk or call center environment preferred.
- Microsoft Certified IT Professional, CompTIA A+, or equivalent technical certification or training preferred.
- ITIL, ITSM, Six Sigma, or related process-improvement certification or training preferred.
- Project management certification or training strongly preferred.
- Bachelor's degree in a related field preferred; equivalent experience will also be considered.
Work Authorization
US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.
Pay
The base salary offered for the successful candidate will be based on compensable factors such as job-relevant education, job-relevant experience, training, licensure, demonstrated competencies, geographic location, and other factors. The salary for the position is $70,000–$96,800 annually with a 15% bonus potential.
Benefits
- Multiple health, dental and vision insurance plan options
- Optional life, disability, and AD&D insurance
- 401(k) with employer match contributions
- Employee Stock Purchase Plan
- PTO, corporate holidays and floating holidays
- Parental leave
Who we are
Markel Group (NYSE – MKL), a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world. We're all about people | We win together | We strive for better | We enjoy the everyday | We think further.