IT Supervisor

Legence • Beltsville, MD

2d • $110,000 - $115,000 • Onsite

About The Position

The IT Service Desk is the central point of contact for all IT-related incidents and service requests. The IT Supervisor is responsible for overseeing daily Service Desk operations and leading a team of IT Support Specialists to ensure service levels and targets are consistently achieved. This role provides advanced-level support, manages escalations, and ensures efficient delivery of IT services across supported offices. Service Desk staff work in a fast-paced environment providing support via phone, email, in person, and self-service. This position will be based out of the DMV region, supporting 8 Bowers offices, reporting to the I&M Sr. IT Operations Manager.

Requirements

• Bachelor’s degree in Information Technology or equivalent experience
• 5+ years of experience in IT support or service desk operations
• Dell desktops and laptops
• Microsoft Active Directory, Azure AD, Microsoft 365 (Teams, Exchange Online, SharePoint)
• Apple and Android mobile devices
• Strong leadership, coaching, and team development skills
• Proven ability to manage competing priorities in a fast-paced environment
• Strong analytical and problem-solving capabilities
• Excellent verbal and written communication skills
• Customer-focused mindset with a commitment to service quality and accountability

Nice To Haves

• 2+ years of experience in a lead or supervisory capacity preferred
• Experience with ITSM platforms (Freshservice, ServiceNow, or similar)
• Experience with mobile device management and encryption
• Experience supporting multi-site environments
• Experience supporting audit/compliance or ITIL-based processes

Responsibilities

• Lead, coach, and develop a team of IT Support Specialists, ensuring consistent performance and professional growth
• Provide day-to-day oversight of ticket queues, workload distribution, and team productivity
• Conduct regular one-on-ones, performance reviews, and coaching sessions
• Ensure adherence to IT standards, processes, and service expectations across the team
• Act as the primary escalation point for complex or high-impact issues
• Oversee incident and service request management to ensure SLA compliance and timely resolution
• Monitor queue health, aging tickets, and backlog, driving corrective actions when needed
• Ensure accurate ticket documentation, categorization, and closure quality
• Coordinate escalation to infrastructure, network, or application teams as appropriate
• Maintain strong communication with end users and business stakeholders
• Provide advanced troubleshooting support for complex hardware, software, and network issues
• Support enterprise technologies including desktops, laptops, mobile devices, and collaboration tools
• Assist with root cause analysis and problem management for recurring issues
• Ensure proper onboarding/offboarding execution, account management, and asset lifecycle processes
• Identify and implement process improvements to enhance service delivery and efficiency
• Drive standardization of support practices across Bowers locations
• Participate in and lead IT projects, including device refreshes, migrations, and system rollouts
• Track and report on key operational metrics (SLA performance, backlog, customer satisfaction)
• Support audit and compliance requirements related to IT service management
• Partner with business unit leaders to understand support needs and improve service alignment
• Communicate effectively with both technical and non-technical stakeholders
• Foster a customer-first culture within the support team
• Other duties as assigned

Benefits

• Company Paid medical, dental, vision, prescription drug, accident & sickness benefit, basic group life and AD&D
• Comprehensive Paid Time Off (PTO) program.
• 401(k) retirement savings plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level