IT Service Desk Supervisor

MacDonald-Miller Facility Solutions • Seattle, WA

20h • Onsite

About The Position

At MacDonald-Miller Facility Solutions (“MacMiller”) we make buildings work better. As the Northwest’s leading mechanical contracting firm, we design, deliver and service HVAC, plumbing and automation system solutions for commercial buildings. With our over 1,600 employees across 14 offices, there is a breadth and variety of work to keep you engaged and inspired. We enjoy a well-respected history of exceeding our customers’ expectations and executing with distinction. Our clients trust their toughest projects with our integrated teams, including: New construction – Engineering, fabrication and installation of mechanical systems for new projects following lean construction practices. Special projects – Retrofits and mechanical repairs for existing buildings for new efficiencies. Service - scheduled preventative maintenance ensuring tenant comfort, and 24/7 emergency response. Building performance – Control systems, fault detection, energy services and remote monitoring. Energy & Sustainable Solutions - Acting as the Prime Contractor, we deliver design-build energy-efficient solutions in the built environment for private and public sector clients. People love to work at MacDonald-Miller, and it’s because we all share the same Core Culture Values: Collaboration – Diverse players, one team, a common vision. Collaboration is our foundation and critical to the success of the company. Every team member is valued and brings a diversity of strengths to help us meet our common vision. Dedication – We are dedicated to personal and professional excellence. We execute with distinction by doing the right thing and following through on our commitments. Safety – Everyone deserves a safe workplace. Safety is more than hardhats and boots, it’s an attitude and the environment we create. Every day, everyone goes home to their families. Community – We are proud to be part of MacDonald-Miller. We actively seek to build relationships and know each other as individuals. Together we create an environment that is welcoming, caring, and trusting. Innovation – We are committed to continuous, creative problem solving. Innovation is how we stay an industry leader. We always strive to challenge and better ourselves. Fun! – Take the work seriously, but never take ourselves too seriously. It’s possible to be both serious professionals and good-natured people you enjoy working with. We strive to be both. Requirements IT Service Desk Supervisor: This is where you come in. We’re looking for an IT Service Desk Supervisor to lead a team in troubleshooting and providing end-user support for all computer-related issues, including hardware, software, and mobile devices. This leader will ensure high-quality service delivery, guide team members in resolving complex issues, and effectively communicate with employees when service inquiries arise. In return for achieving ambitious goals, you’ll be rewarded with greater ownership, significant growth opportunities, and the freedom to make a meaningful impact in a dynamic, fast-paced environment. Top deliverables in the first year to be a hero: 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. The IT Service Desk Supervisor role reports to Eddie Anderson - IT Business Service Manager on a collaborative team working on a variety of projects and initiatives to support our growing business. This highly visible role interacts with all levels and functions within the organization. Your Background: What kind of person will thrive in this role? You should have… 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. And everyone you work with should describe you as… 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. And you should be motivated by… Working with a results-oriented team to monitor and drive key performance indicators. Personal growth by learning and becoming proficient in multiple new systems and technologies. Having the ability to manage and complete work without micro-management or constant handholding. Having fun in an environment high on transparency and open to innovative new approaches.

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.

Nice To Haves

• 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

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: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees