IT Service Desk Supervisor

SOLV Energy • Edison, NJ

3d • Hybrid

About The Position

The IT Service Desk Supervisor is responsible for the direct supervision, performance management, and operational oversight of Service Desk Technicians. This role ensures the delivery of high-quality IT support services, drives process improvement, and maintains service excellence through effective leadership, workforce management, and technical expertise. The Supervisor will analyze service desk metrics, optimize workflows, and contribute to strategic initiatives, preparing the team for future growth and organizational change. This role is hybrid, with regular in-office presence in Edison, NJ. Specific location details and expectations will be discussed during the interview process. This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned

Requirements

• 4+ years of experience in IT support or equivalent combination of relevant experience and education.
• 3+ years of supervisory experience or leadership role in a technical support or service desk environment is required.
• Strong understanding of service desk operations, ITSM platforms (Freshservice is preferred), Microsoft 365, Entra ID, and endpoint management.
• Advanced troubleshooting, data analysis, and reporting skills.
• Excellent communication, stakeholder management, and conflict resolution abilities.
• Experience with vendor management and cross-functional collaboration.
• Demonstrated ability to manage multiple priorities in a fast-paced, dynamic environment.
• Experience contributing to documentation, SOPs, and knowledge base development.
• Self-motivated, proactive, and committed to continuous improvement.

Responsibilities

• Directly supervise Service Desk Technicians, including performance management, coaching, mentoring, and conducting regular 1:1s and reviews.
• Own workforce management (WFM), scheduling, and resource allocation to ensure optimal coverage and service delivery.
• Lead team meetings, drive engagement, and foster a collaborative team environment.
• Manage service desk metrics, KPIs, and SLA adherence; analyze ticket trends and report on performance.
• Oversee incident and problem management, escalation handling, and resolution of complex technical issues.
• Drive process improvement, workflow optimization, and quality assurance initiatives.
• Provide hands-on technical support during peak periods.
• Collaborate with IT leadership on strategic projects and business planning.
• Support asset lifecycle management, documentation standards, and compliance initiatives (SOX, ITIL, , NERC).
• Contribute to the development and review of SOPs and knowledge base content.
• Manage vendor relationships and coordinate with cross-functional teams as needed.
• Ensure continuous improvement and promote a culture of innovation and technology awareness.

Benefits

• Employees (and their families) are eligible for medical, dental, vision, basic life and disability insurance.
• Employees can enroll in our company’s 401(k) plan and are provided vacation, sick and holiday pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees