IT Service Operations Supervisor

Milwaukee County Wisconsin•Milwaukee, WI

5d•Hybrid

About The Position

We are 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 the 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
Provide Level-3 technical support for end user computing, Active Directory and related areas
Develop and implement 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