IT Service Desk Supervisor
About The Position
MB2 Dental is seeking an experienced IT Service Desk Supervisor to oversee daily Service Desk operations and help ensure users receive timely, consistent, and professional technical support. The role provides day-to-day direction to Service Desk employees, manages ticket and phone coverage, coordinates technical escalations, supports team development, and identifies opportunities to improve Service Desk processes and performance. The supervisor coordinates schedules, staffing, work assignments, onboarding, training, and backup coverage. The role monitors service performance and ticket workflows, maintains Service Desk documentation and procedures, and partners with IT leadership to communicate updates and support changes. The IT Service Desk Supervisor reports to the IT Service Desk Manager and provides daily supervision and operational direction to assigned Service Desk employees.
Requirements
- Three or more years of experience in an IT Service Desk, Help Desk, desktop support, or related technical-support environment.
- Previous team-leadership, coaching, or supervisory experience.
- Experience managing ticket queues, technical escalations, and support workflows.
- Working knowledge of Windows, Microsoft 365, identity and access support, computers, printers, basic networking, remote-support tools, and IT service-management systems.
- Strong troubleshooting, organization, decision-making, and written and verbal communication skills.
- Ability to prioritize competing needs in a fast-paced support environment.
- Ability to communicate clearly and professionally with technical and nontechnical audiences.
- Ability to lift and move equipment weighing up to 75 pounds.
Nice To Haves
- Previous experience as a Service Desk Supervisor, Help Desk Supervisor, or Team Lead.
- Experience supporting healthcare, dental, or multi-location operations.
- Experience creating procedures, knowledge articles, training materials, and service reports.
- ITIL, CompTIA A+, CompTIA Network+, or a comparable technical or service-management certification.
Responsibilities
- Oversee daily ticket queues, phone coverage, staffing, work assignments, and escalations.
- Review critical, aging, unassigned, and overdue tickets, balancing workloads based on staffing levels and business impact.
- Ensure tickets reflect clear ownership, accurate status, complete documentation, and defined next steps.
- Coach Service Desk employees and reinforce expectations related to customer service, communication, troubleshooting, schedule adherence, and follow-through.
- Coordinate new-hire onboarding, training, cross-training, knowledge development, and backup coverage.
- Serve as the first supervisory escalation point for complex, unresolved, or high-impact support issues.
- Coordinate escalations and ownership transfers with the appropriate IT teams while ensuring users receive timely updates.
- Monitor ticket volume, backlog, aging, response and resolution times, call traffic, abandonment rates, and service-level results.
- Maintain Service Desk procedures, workflows, escalation paths, training materials, handbooks, and knowledge articles.
- Identify and implement opportunities to streamline workflows, improve efficiency, and strengthen service quality.
- Coordinate daily schedules, planned absences, on-call coverage, handoffs, and backup assignments to maintain consistent Service Desk coverage.
- Support recruiting, interviewing, and onboarding activities as needed.
- Partner with IT leadership to communicate technology updates, organizational policies, support changes, and emerging issues to the Service Desk team.
- Provide operational updates and recommendations to the IT Service Desk Manager.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
