IT Service Operations Supervisor
About The Position
Milwaukee County is seeking an experienced IT Service Desk Supervisor to lead daily operations of a high-performing IT support team in a hybrid work environment. This role liaises with stakeholders of all levels, drives operational excellence and aligns work with departmental goals and strategy. Reporting to the Service Operations Manager, this role is responsible for supervising a team of Service Desk and End User Compute level 1 and 2 professionals while ensuring exceptional customer service, operational efficiency, SLA compliance, and continuous process improvement. The ideal candidate combines strong technical expertise with proven leadership capabilities and a customer-focused mindset. This individual will oversee service desk operations, manage escalations, drive reporting and metrics, and support ITIL-aligned service management practices across the organization.
Requirements
- Current Resident of Wisconsin
- Associate’s Degree or higher (equivalent experience will be considered)
- Valid WI Driver’s License and must be maintained throughout employment
- At least three (3) years of experience in Information Technology (IT) Support Services.
- At least One (1) year of experience leading or supervising an IT Service Desk or technical support team
- Experience managing support operations call center or enterprise IT environment
- Proven experience with enterprise communications, SLA Management, reporting, and operational metrics
- Hands-on experience with ServiceNow and/or ServiceDesk Plus, Windows environments, Microsoft 365, Active Directory/Azure AD/Entra ID, Mobile device management, Networking fundamentals
- Experience supporting ITIL-based service delivery environments
- Ability to lift, carry, push, and pull up to 30lbs regularly.
Nice To Haves
- Professional certifications in operations or service management ( Examples PMP, Lean Six Sigma)
- Service Management or Help Desk Institute Certification
- Experience with process improvement initiatives and service optimization
- Strong troubleshooting and escalation management skills
- Experience supporting hybrid and distributed workforces
- Application development experience
Responsibilities
- Supervise, mentor, and develop a team of Service Desk and End User Compute technicians in a hybrid support environment
- Manage day-to-day service desk operations, including call center activities and end-user support delivery
- Conduct coaching, performance management, scheduling, and workload balancing
- Foster a culture of accountability, collaboration, customer service, and continuous improvement
- Participate in hiring, onboarding, and training new team members
- Monitor and ensure compliance with SLAs, KPIs, and operational metrics
- Drive service quality improvements through trend analysis, reporting, and process optimization
- Manage ticket queues, escalations, and incident resolution activities using service management tools
- Generate operational and performance reports and dashboards for leadership review
- Ensure timely communication and follow-up with end users and stakeholders
- Provide technical guidance and escalation support for complex incidents and requests
- Support enterprise technologies and end-user environments including Windows operating systems, Microsoft 365, Active Directory/Azure AD/Entra ID, networking fundamentals, mobile device support, Cybersecurity best practices
- Coordinate with infrastructure, security, and application teams for issue resolution
- Support ITIL-based incident, request, problem, and change management processes
- Level-3 technical support for end user computing, Active Directory and related areas
- Development and implementation of service catalog requests
- Identify opportunities to improve workflows, documentation, knowledge management, and customer experience
- Promote adoption of ITIL 4 best practices and service management standards
- Maintain and improve operational procedures and knowledge base articles
- Assist with audits, compliance initiatives, and operational reviews as needed
Benefits
- competitive benefit package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
