IT Service Desk Supervisor

Cayuse Holdings•Jacksonville, FL

3d•Hybrid

About The Position

The IT Service Desk Supervisor will ensure strong processes, reliable infrastructure, and a customer-first mindset. This role is accountable for designing service desk workflows, managing incident and service request escalations, and establishing performance standards that deliver timely, high-quality support. The Supervisor will provide clear leadership to service desk team, oversee training and knowledge management, and use data-driven insights to improve efficiency and service outcome. This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Information Systems Management, or a related field; or Associate degree or technical training in Computer Science, Information Systems Management, or a related field; or Equivalent combination of education and relevant work experience in a related field.
Minimum of 5 years of experience in an IT support, helpdesk, or service desk environment.
Previous leadership or supervisory experience in an IT support environment (e.g., team lead, supervisor, or manager).
Demonstrated IT support subject matter expertise with strong understanding of IT systems, infrastructure, and end-user computing.
Experience with creating dashboards, managing ticket ques and maintaining a knowledge base within ServiceNow IT Service Management System.
CompTIA+, ITIL, Microsoft Certified IT Professional [MCITP], Microsoft Certified Solutions Expert [MCSE].
Must be able to pass a background check.
May require additional background checks as required by projects and/or clients at any time during employment.
Strong Oral Communication and Presentation Skills – Able to clearly articulate complex technical information to both technical and non-technical audiences, including executives and customers.
Organizational Excellence – Highly adept at managing multiple priorities, tasks, and deadlines in a fast-paced, high-volume environment.
Responsiveness and Problem-Solving – Demonstrated ability to respond quickly, assess situations, and implement effective solutions while maintaining composure under pressure.
Multitasking – Comfortable handling several projects, escalations, and operational issues simultaneously while ensuring quality and SLA adherence.
Customer Service Orientation – Strong commitment to delivering an excellent customer experience and fostering positive, professional relationships with clients, end users, and stakeholders.
Mentorship and Training – Proven ability to design and execute training plans, conduct remedial training, and provide 1:1 coaching focused on continuous skill development and performance improvement.
Quality and Metrics Focus – Experience conducting quality checks, interpreting performance reports, and using data and reporting tools for continuous improvement.
Productivity Tool Proficiency – Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, Teams, and SharePoint

Nice To Haves

Citrix
ServiceNow (Production environment)
Microsoft System Center Configuration Manager (SCCM)
MaaS360 or similar Mobile Device Management (MDM) tools
MMIS (Medicaid Management Information System) or similar systems
IDM (Identity Management) solutions
Active Directory (user and group administration, basic group policy concepts)

Responsibilities

Lead, supervise, and mentor IT Service Desk agents, providing clear direction, prioritization, and support to achieve team performance and service delivery goals.
Monitor daily operations of the Service Desk to ensure consistent adherence to procedures, SLAs, and quality standards.
Develop and maintain standard operating procedures (SOPs), runbooks, and operating standards aligned with industry best practices and the needs of a new helpdesk environment
Oversee the highest level of escalation support for end users and IT staff, ensuring swift, accurate, and effective resolution of complex or high-impact issues.
Serve as an escalation point for Tier 1 and Tier 2 support teams and coordinate with other IT teams and vendors as required.
Ensure that incidents and service requests are properly categorized, prioritized, documented, and resolved according to established procedures.
Assist with Service Level Agreements (SLAs) and related performance metrics to set and manage user expectations.
Monitor SLA compliance and take corrective actions when trends indicate potential or actual breaches.
Utilize dashboards and reports to track key performance indicators (KPIs), workloads, backlogs, and team productivity.
Conduct regular quality checks on tickets, customer interactions, and resolution documentation to ensure adherence to standards and identify areas for improvement.
Regularly evaluate documented resolutions and analyze incidents and request trends to identify root causes and implement preventive measures.
Communicate emerging trends, recurring issues, and systemic risks to IT leadership and recommend improvements to processes, tools, or training.
Proactively communicate customer satisfaction issues, trends, and concerns to the Help Desk Delivery Manager, and applicable stakeholders, and work collaboratively to address them.
Maintain clear, professional, and timely communication with stakeholders regarding Service Desk performance, initiatives, and issues.
Conduct training sessions as needed and provide targeted 1:1 coaching to develop team members’ skills and capabilities.
Own the Service Desk knowledge base: ensure it is current, comprehensive, and structured to support efficient issue resolution by all tiers of support.
Prepare, analyze, and present briefings, reports, and assessments that measure program efficiency, utilization, and effectiveness of the Service Desk.
Provide data-driven recommendations for resource allocation, process refinement, and tool optimization.
Other duties as assigned.