ACE IT Supervisor Service Desk

AAA•Costa Mesa, CA

About The Position

The ACE IT Services Supervisor plays a critical role in delivering reliable, high‑quality technical support to internal employees across a multi‑site environment. This position ensures consistent service delivery by overseeing the operational performance of the Service Desk, guiding technical staff, and partnering closely with technical teams and business units. The role is instrumental in the creation, refinement, and implementation of solutions that support service restoration, process improvements, and overall operational excellence. The ideal candidate is a proactive problem solver who thrives in a fast‑paced environment and can analyze, diagnose, and resolve complex technical issues while driving scalable, creative solutions. This position also plays a key part in enhancing the end‑user experience and supporting team development.

Requirements

3+ years proven experience in a technical support or service desk environment, with leadership or supervisory responsibilities.
Proven ability to analyze complex issues, identify root causes, and implement scalable solutions.
Demonstrated ability to develop scalable solutions and drive process improvements.
Strong leadership, communication, and interpersonal skills.
Experience coordinating with cross functional teams to resolve technical challenges.
Ability to create and maintain documentation, playbooks, and knowledge resources.
Must possess excellent customer service, effective listening and verbal communication skills.
Must have experience in staff development and coaching as well as developing and enforcing staff performance metrics for call center teams.

Nice To Haves

Familiarity with automation, self-service tools, and modern IT service management practices is preferred.

Responsibilities

Lead and mentor Service Desk staff, providing coaching, performance feedback, and professional development.
Oversee daily operations to ensure timely response, accurate troubleshooting, and consistent service quality.
Collaborate with technical teams and business partners to develop, refine, and implement solutions that support service recovery and operational efficiency.
Monitor incident trends, identify root causes, and implement corrective actions to improve reliability and reduce repeat issues.
Analyze, diagnose, and resolve complex technical problems; recommend scalable, innovative solutions and escalate effectively when needed.
Ensure accurate documentation of incidents, resolutions, and troubleshooting steps in the ITSM platform.
Drive continuous improvement initiatives, including automation, self‑service, and workflow optimization.
Support onboarding activities, ensuring new hires receive structured training, access to tools, and clear expectations.
Maintain strong communication with stakeholders, providing updates on service performance, risks, and improvement plans.
Perform root cause analysis and implement corrective actions to improve reliability, consistency, and overall computing experience for end users.
Coordinate with cross functional departments to resolve technical issues and support enterprise initiatives.
Develop and maintain playbooks for supported systems, applications, and processes to strengthen Service Desk capabilities and promote user self-service.
Lead internal and external escalations as necessary for critical/chronic service deficiencies, analyze staffing levels to provide recommendations to improve call metrics, and publish operational reports summarizing overall service levels and work trends.

Benefits

Health coverage for medical, dental, vision
401(K) saving plans with company match AND Pension
Tuition assistance
Floating holidays and PTO for community volunteer programs
Paid parental leave
Wellness programs
Employee discounts (membership, insurance, travel, entertainment, services and more!)

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