Help Desk Leadership Position

Job Title: Service Desk Supervisor

**About the Role:**

The IT Service Desk Supervisor plays a key leadership role in driving daily operations of our global Service Desk.

This position provides frontline oversight for a team of Tier 1 and Senior Agents delivering 24x7 support to users worldwide. You will guide team performance, support escalation management, and uphold service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.

**Responsibilities:**

• Lead daily operations for your assigned pod of Service Desk Agents and Senior Agents, ensuring seamless support across all shifts.
• Manage shift scheduling, workload balancing, and real-time queue monitoring to guarantee SLA adherence.
• Provide guidance and support on complex or high-impact tickets escalated within your pod, promoting effective problem-solving and resolution.
• Monitor ticket quality, documentation standards, and user communication, providing coaching as needed to enhance overall performance.
• Conduct performance check-ins and promote professional development through mentoring and feedback, empowering team members to grow professionally.
• Ensure effective onboarding and ramp-up of new hires within your pod, facilitating smooth integration into the team.
• Drive adoption of knowledge articles and contribute to continuous improvement of support documentation, ensuring relevant and up-to-date resources are available to agents.
• Analyze trends and recurring issues to identify training gaps or process improvement opportunities, fostering a culture of continuous learning and growth.
• Collaborate with peer Supervisors to ensure consistency in service delivery across pods, promoting best practices and shared knowledge.
• Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths, reducing complexity and improving outcomes.
• Lead by example in customer interactions during peak demand or critical incidents, demonstrating exceptional professionalism and empathy.

**Requirements:**

• 5+ years of experience in IT support, with at least 1–2 years in a team lead, senior agent, or supervisory role, driving success in fast-paced environments.
• Experience managing day-to-day performance and service delivery within a support team, ensuring seamless support and timely resolutions.
• Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting, enabling effective incident management and resolution.
• Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent, streamlining support processes and enhancing efficiency.
• Proven ability to coach, develop, and support frontline staff in high-volume environments, fostering growth and excellence.
• Effective communicator who can lead with clarity, empathy, and accountability, inspiring trust and collaboration among team members.
• Strong analytical and documentation skills with a focus on measurable outcomes, driving data-driven decision-making and continuous improvement.

**Preferred Qualifications:**

• Experience operating within a pod or team-based support model, leveraging collective expertise and promoting collaborative problem-solving.
• ITIL Foundation certification or working knowledge of ITIL practices, underpinning a robust framework for service management and delivery.
• Prior experience in a 24x7 support environment, especially across global time zones, ensuring adaptability and resilience in dynamic situations.
• Exposure to WFM tools or performance analytics platforms, enabling data-driven insights and informed decision-making.
• Familiarity with firm-specific applications such as CaseWare or CCH Axcess, expanding technical capabilities and expertise.

**Work Environment & Shift Expectations:**

• Must be available to support rotational shifts as part of a global 24x7 model, demonstrating flexibility and adaptability.
• Responsible for leading and developing your assigned pod, while aligning with broader team strategy and objectives.
• Expected to actively participate in cross-pod collaboration, continuous improvement efforts, and team-wide initiatives, promoting a culture of teamwork and shared success.