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Role Summary

The Service Desk Supervisor is a hands on leadership role responsible for the daily performance, quality, and accountability of the Service Desk within a Managed Services Provider environment. This role leads by example by actively working tickets at all levels while owning escalations, service quality, and team performance.

This position plays a critical role in supporting quarterly business goals by ensuring predictable service delivery, strong SLA performance, and operational efficiency. The Service Desk Supervisor serves as a key bridge between leadership, technical staff, and clients including VIP stakeholders.

Core Responsibilities

Service Desk Operations and Leadership

O

wn daily service desk performance including ticket flow, prioritization, documentation, and resolution quality.

A

ctively work tickets across all levels including complex and escalated issues.

S

erve as the primary escalation point for service desk incidents and client concerns.

E

nsure consistent adherence to service standards, response expectations, and communication guidelines.

Escalation Management and VIP Support

M

anage escalated tickets with urgency, professionalism, and clear communication.

C

ommunicate directly with VIP and executive level clients to address concerns and set expectations.

L

ead service recovery efforts during high impact incidents to restore confidence and trust.

SLA Ownership and Service Quality

C

reate, implement, monitor, and report on Service Level Agreements.

E

nsure ongoing SLA compliance across response times, resolution times, and service quality.

I

dentify trends, risks, and recurring issues impacting SLA performance and drive corrective actions.

C

onduct regular reviews and audits to ensure service delivery aligns with contractual commitments.

Ticketing Systems and Process Improvement

L

ead the implementation, optimization, and auditing of the ticketing system.

E

nforce ticketing standards including documentation quality, time tracking, and workflow adherence.

I

dentify inefficiencies and implement practical improvements that support scalability and consistency.

P

artner with leadership to align service desk processes with organizational goals.

Team Leadership and Collaboration

H

old weekly meetings with technical staff to review performance, escalations, trends, and priorities.

C

oach, develop, and hold service desk staff accountable to performance and communication standards.

S

upport onboarding and ongoing skill development for service desk team members.

F

oster a culture of ownership, professionalism, and continuous improvement.

Project and Cross Functional Work

P

articipate in internal projects related to service delivery, tools, and process improvements.

C

oordinate with engineering, projects, and leadership teams to ensure smooth handoffs and alignment.

B

alance reactive service desk demands with proactive project responsibilities.

Business Outcomes and Quarterly Goal Support

P

artner with service delivery leadership to support and execute quarterly business goals.

T

ranslate quarterly objectives into clear service desk priorities, metrics, and action plans.

T

rack and report progress toward quarterly goals while identifying risks early.

B

alance service quality with efficiency to support profitability and scalability.

U

nderstand how service desk performance impacts utilization, margins, and client health.

Required Qualifications

M

inimum of 5 years experience working in a Managed Services Provider environment.

M

inimum of 5 years experience in a management or supervisory role.

S

trong technical foundation with the ability to troubleshoot across multiple systems and environments.

P

roven experience handling escalations and complex technical issues.

D

emonstrated ability to communicate effectively with technical teams, non technical users, and VIP stakeholders.

E

xperience creating, managing, and reporting on Service Level Agreements.

H

ands on experience with ticketing systems and service desk workflows.

Success in This Role Looks Like

S

ervice Level Agreements are consistently met or exceeded without technician burnout.

E

scalations decrease over time due to improved process, coaching, and clarity.

T

he service desk operates predictably and supports quarterly business objectives.

L

eadership has clear visibility into service performance, risks, and capacity.

Final Note
This role is critical to protecting service quality, client trust, and internal team health. The Service Desk Supervisor ensures commitments made to clients are realistic, measurable, and consistently delivered while supporting leadership in achieving quarterly goals.

Employment Type: FULL_TIME