IT Service Desk Supervisor

MacDonald-Miller Facility Solutions • Seattle, WA

10h • Onsite

About The Position

MacDonald-Miller Facility Solutions is seeking an IT Service Desk Supervisor to lead a team responsible for troubleshooting and providing end-user support for all computer-related issues, including hardware, software, and mobile devices. This role ensures high-quality service delivery, guides team members in resolving complex issues, and communicates effectively with employees regarding service inquiries. The position offers greater ownership, significant growth opportunities, and the freedom to make a meaningful impact in a dynamic, fast-paced environment.

Requirements

• A track record of providing positive and timely customer service skills.
• Expertise in diagnosing, troubleshooting, or repairing technology products.
• Ability to triage and prioritize tasks in a fast-paced environment.
• 2-4 years of relevant IT experience, or equivalent schooling
• A great problem solver
• A strong communicator to both technical and non-technical staff.
• Passionate with a can-do attitude
• Someone with high standards of customer service
• Motivated by working with a results-oriented team to monitor and drive key performance indicators.
• Motivated by personal growth by learning and becoming proficient in multiple new systems and technologies.
• Motivated by having the ability to manage and complete work without micro-management or constant handholding.
• Motivated by having fun in an environment high on transparency and open to innovative new approaches.

Responsibilities

• Lead and Develop a High-Performing IT Service Desk Team
• Supervise daily operations and staff, providing coaching, training, and career development support.
• Drive team performance using KPIs, shift planning, and cross-training to ensure consistent, high-quality support.
• Effectively Manage Incident Resolution and Escalations
• Serve as the final escalation point for complex or high-impact issues.
• Personally support ticket resolution during peak times to ensure service continuity.
• Analyze Service Trends and Implement Root-Cause Solutions
• Track ticket trends and lead root cause analysis to reduce recurring issues.
• Develop and publish workarounds and coordinate permanent fixes to minimize ticket volume.
• Maintain and Enhance Knowledge Base and Documentation
• Oversee the creation, maintenance, and auditing of internal and external-facing knowledge base articles.
• Ensure consistent documentation practices across the team to improve self-service and resolution efficiency.
• Optimize Service Desk Tools, Processes, and Asset Management
• Manage software licenses and IT assets, ensuring compliance and budget alignment.
• Drive continuous improvement through process audits, lean practices, and alignment with evolving business needs.

Benefits

• Medical, dental, vision for employees (coverage available for dependents for shared premium).
• 401k retirement plan including Company matching.
• Vacation and Sick Compensation (PTO), and Holiday Pay!
• Disability income protection including short term and long-term disability.
• Employee and dependent life insurance.
• Wellness Program.
• Employee Assistance Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees