Service Desk Supervisor

Service Desk Supervisor

📍 Miramar, FL (Hybrid – Minimum 3 Days Onsite Per Week)

🕒 Contract-to-Hire

We are seeking an experienced and customer-focused Service Desk Supervisor to lead a high-performing IT support team in a Managed Services environment. This is an excellent opportunity for a hands-on leader who thrives in a fast-paced setting, enjoys mentoring technical teams, and is passionate about delivering exceptional customer experiences.

As the Service Desk Supervisor, you will oversee the day-to-day operations of the Service Desk and Triage teams, ensuring timely ticket resolution, adherence to service standards, and continuous improvement of support processes. You will serve as the first point of escalation for your team, provide technical guidance, and work closely with leadership, Service Delivery Managers, and Customer Success teams to ensure customer satisfaction and operational excellence.

Responsibilities

• Supervise daily Service Desk operations, including ticket creation, escalation, prioritization, and resolution.
• Act as the primary escalation point for Service Desk team members and help drive issues to permanent resolution.
• Coach, mentor, and develop team members through regular one-on-one meetings, performance feedback, and ongoing training.
• Ensure adherence to Standard Operating Procedures (SOPs), ITIL, and ITSM best practices.
• Monitor KPIs and operational metrics to identify trends, improve performance, and enhance customer satisfaction.
• Partner with leadership to refine workflows, improve processes, and implement service improvements.
• Advocate for customers during escalations and coordinate internal resources to resolve critical issues.
• Review ticket history and trends to identify recurring problems and drive root-cause resolution efforts.
• Support onboarding of new customers and ensure support readiness, documentation, and operational alignment.
• Prepare operational reports and provide visibility into team performance, customer concerns, and improvement opportunities.
• Foster a culture of accountability, collaboration, continuous improvement, and customer-first service.

Qualifications

• 5 years of experience in a Service Desk, NOC, Technical Support, or IT Engineering environment.
• 2 years of leadership experience managing or mentoring technical support teams.
• Experience working within a Managed Services Provider (MSP) environment is highly preferred.
• Strong background with ticketing systems, remote support tools, RMM platforms, and service management processes.
• Experience using KPI reporting and operational metrics to drive team performance and service improvements.
• Strong troubleshooting abilities and the ability to guide others through complex technical issues.
• Experience supporting Microsoft 365, Intune, SCCM, and related end-user technologies.
• Excellent communication, organizational, analytical, and decision-making skills.
• Customer-focused mindset with a passion for building strong relationships and delivering exceptional support.

Preferred Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Business, or a related field.
• Industry certifications such as ITIL, Microsoft, CompTIA A , Network , CCNA, or similar.
• Experience with ConnectWise, MSPBots, and monitoring platforms is a plus.

What We're Looking For

• A leader who can balance technical expertise with people management.
• Someone who thrives in a fast-moving environment and can effectively manage multiple priorities.
• A proactive problem-solver who is passionate about team development and customer success.
• An individual who can identify trends, improve processes, and elevate the overall support experience.

Additional Information

• Hybrid schedule with a minimum of 3 days onsite each week in Miramar, FL.
• Travel less than 25%, primarily to local customer sites.
• Ability to lift up to 25 lbs.
• Contract-to-hire opportunity with long-term growth potential.