Senior Supervisor, Service Desk

Overview

This role represents a key leadership position in a partner company's technical support division based in the United States. The Senior Supervisor, Service Desk is entrusted with directing vital support operations that ensure dependable service experiences for employees and clients. The position involves managing daily operations, supervising a distributed remote team, and enhancing processes to elevate user satisfaction and operational efficiency.

Responsibilities

• Oversee and coordinate daily operations of the Service Desk and call center, including tasks such as staffing, scheduling, training, and coaching team members while managing overall performance and ongoing development.
• Lead talent management initiatives involving recruitment, onboarding, career advancement, and succession planning to nurture a committed, high-achieving support team.
• Supervise support actions across ticketing and service management platforms, ensuring prompt triage, assignment, escalation, and resolution of issues.
• Ensure adherence to service level agreements (SLAs), operational metrics, productivity targets, and customer satisfaction benchmarks.
• Serve as escalation leader, collaborating with internal teams and stakeholders to hasten problem resolution and improve user experiences.
• Provide mentorship aimed at boosting troubleshooting, customer service skills, and technical knowledge of Service Desk Analysts and support agents.
• Analyze data such as ticket volumes and call trends to spot recurring problems and implement preventative measures.
• Support various technical environments including hardware, virtual desktops, software applications, access controls, networking, and business applications.
• Develop and maintain comprehensive documentation of service desk workflows and procedures to enhance consistency and operational efficiency.
• Champion continuous improvement by fostering cross-functional cooperation and process enhancements.
• Offer direct technical assistance during peak periods, staffing shortages, or critical incidents.
• Manage and collaborate effectively with remote teams distributed across multiple locations.
• Maintain flexibility to cover occasional evening or weekend shifts as dictated by business demands.

Qualifications

• At least 5 years of experience in system or service desk support roles, including familiarity with call center operations.
• A minimum of 2 years in supervisory or management roles overseeing technical support or service desk teams.
• Demonstrated success in hiring, coaching, mentoring, and driving performance improvements.
• Practical experience using ticketing platforms such as Freshdesk, Jira Service Management, or equivalents.
• Proven ability to lead and support remote, geographically distributed teams.
• Competence in analyzing service data, generating reports, detecting trends, and formulating strategic improvements.
• Solid knowledge of IT support workflows, incident handling, escalation policies, and best practices in service delivery.
• Exceptional communication and interpersonal skills enabling effective collaboration with diverse stakeholders.
• Strong problem-solving skills with a proactive orientation towards challenges.
• Capability to handle multiple priorities simultaneously without compromising service quality or urgency.
• A customer-focused mindset dedicated to enhancing user experiences.
• Bachelor’s degree preferred or equivalent professional experience.
• Preferred skills include administration or configuration of Freshdesk, Jira Service Management, call center technology like Genesys or Talkdesk, use of AI tools for reporting and analytics, and familiarity with Microsoft administration platforms such as Office 365, Active Directory, and Entra.

Benefits and Compensation

• Competitive base salary ranging approximately from $63,000 to $86,000 annually.
• Potential eligibility for annual performance-based cash bonuses.
• Comprehensive benefits package that includes medical, dental, and vision insurance coverage.
• Life insurance offerings.
• Participation in a 401(k) retirement savings plan.
• Opportunity to lead and grow a remote, multi-location support team.
• Room for professional growth within a technology-driven organization.
• Direct impact on shaping service delivery strategies and operational enhancements.
• A collaborative environment focused on innovation, customer experience excellence, and ongoing development.

Additional Information

This role is posted on behalf of a partner organization that manages the entire recruitment process and candidate communications. An AI-supported matching system is utilized to fairly and objectively screen candidacies against the role's core requirements; shortlisted candidates are referred directly to the hiring company who finalizes interviews and hiring decisions. Applicants should note that personal data is processed in compliance with applicable data privacy laws, including GDPR, and may be subject to AI-assisted review processes that support but do not replace human judgment.