Service Desk Supervisor

Position Summary

The Service Desk Supervisor is responsible for planning, organizing, and directing Service Desk operations and personnel to ensure high availability, quality support, and consistent delivery of IT services. The role balances people leadership, operational oversight, metrics-driven improvement, and cross-functional coordination while serving as an escalation point for complex support issues.

Responsibilities:

Service Desk Operations:

• Oversee all IT service desk activities, including incident, request, and problem management for end-user hardware,

software and applications.

• Ensure proper prioritization, categorization, documentation, and escalation of tickets according to defined processes

and SLAs.

• Act as the primary escalation point for urgent or complex issues impacting service delivery.

• Manage daily service desk workflow, queue health, coverage, and resource allocation.

Leadership and People Management:

• Supervise, coach, and mentor Service Desk staff, including conducting one-on-ones, performance evaluations, and

development planning.

• Provide technical training, professional guidance, and career development support to team members.

• Set clear expectations for performance, quality, and customer service while addressing performance gaps

appropriately.

• Participate in interviewing, onboarding, and team building activities. Metrics, Reporting & Continuous Improvement

• Track, analyze, and report on service desk KPIs, SLAs, and trends, providing insights and recommendations to

leadership.

• Lead or contribute to continuous service improvement (CSI) initiatives to improve efficiency, quality, and customer

experience.

• Ensure adherence to industry best practices and internal standards for service delivery.

Communication & Collaboration:

• Keep leadership informed of service desk performance, risks, and improvement opportunities.

• Coordinate with other IT teams and departments to ensure services are transparent, aligned, and effective.

• Ensure timely professional responses to customer service requests and reinforce a strong customer-first mindset.

Other duties as assigned.

Qualifications:

• Associate degree in Computer Science or equivalent experience.

• 3 years of Service Desk or IT support experience, including some supervisory or lead experience.

• Demonstrated experience in a Service Support leadership role.

• Strong understanding of ITSM tools, ticketing systems, and service desk processes

Key Skills & Competencies:

• Leadership, coaching, and team development

• Incident and escalation management

• KPI, SLA, and performance reporting

• Process improvement and operational discipline

• Strong written and verbal communication

• Customer service and stakeholder management

• Ability to perform effectively in high-volume, high-pressure environments

Physical Requirements:

• Prolonged periods sitting at a desk and working on the computer.

• Occasional liftin pushing, pulling up to 15 lbs.

• In-Office Position with occasional on-call support or evening/weekend work may be required depending on business

requirements.

Encore Technolgies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.