Service Desk Supervisor

Overview:
We are looking for a skilled and experienced Service Desk Supervisor to manage day-to-day IT support operations and lead a team of Service Desk professionals in providing high-quality technical assistance to clients. The ideal candidate will combine hands-on technical expertise with strong leadership and communication skills to ensure service excellence and continuous improvement.

Key Responsibilities:

• Lead and mentor the Service Desk team, acting as the main escalation point for complex technical issues.
• Oversee timely resolution of Tier 2 hardware, software, and network incidents through ticketing systems.
• Manage onboarding/offboarding processes, including user account provisioning, device setup, and system configuration.
• Supervise deployment, maintenance, and lifecycle management of devices (Windows, macOS, iOS, Android).
• Support and troubleshoot Microsoft Server, Active Directory, DNS, DHCP, and VPN environments.
• Administer and support Microsoft 365, Exchange, and Azure/Intune device management.
• Monitor performance metrics (SLAs, resolution times, client satisfaction) and drive process improvements.
• Maintain documentation of procedures, configurations, and resolutions to enhance knowledge sharing.
• Collaborate with other IT and business teams to support projects, upgrades, and infrastructure changes.
• Conduct training and coaching sessions to build team capability and improve overall productivity.
• Ensure compliance with IT policies, cybersecurity practices, and operational standards.

Qualifications:

• Bachelor’s or Associate’s degree in IT, Computer Science, or a related field (preferred).
• Minimum 5 years of experience in IT Support/Service Desk, with at least 3 years in a leadership or supervisory role.
• Strong technical knowledge of Microsoft environments (Server, M365, Azure AD, Intune, Exchange).
• Experience with network protocols, VPNs, virtualization (VMware, Citrix), and cybersecurity tools.
• Proficiency with RMM tools and ticketing systems.

Skills & Competencies:

• Excellent troubleshooting and problem-solving skills across workstations, servers, and networks.
• Strong leadership, mentoring, and team management abilities.
• Outstanding communication and documentation skills, with a customer-focused mindset.
• Ability to manage multiple priorities in fast-paced, dynamic environments.
• Analytical and process-oriented approach to improving service performance.