Service Desk Supervisor

Michael Baker International

23h•Onsite

About The Position

The Service Desk Supervisor is a strategic, hands-on leader responsible for scaling and modernizing IT support operations across a designated region (and in collaboration with global teams). This role goes beyond day-to-day supervision and focuses on building a high-performing, future-ready service desk organization. The Supervisor drives operational excellence through leadership, mentorship, process optimization, and the strategic use of AI, automation, and self-service capabilities to improve service quality, increase efficiency, and expand support capacity—without increasing headcount. This individual serves as an escalation leader, performance driver, and change agent who continuously enhances the service desk’s capabilities, maturity, and business impact.

Requirements

Bachelor’s degree in information technology, Computer Science, or related field (or equivalent practical experience).
Strong leadership, coaching, and team development capabilities.
Strategic thinker with the ability to translate vision into operational execution.
Expertise in ITSM platforms (e.g., Team Dynamix, Jira) including workflow automation and reporting.
Familiarity with AI-enabled support tools, chatbot platforms, and automation frameworks.
Deep understanding of ITIL principles and service management best practices.
Strong analytical skills with experience using metrics and dashboards to drive decision-making.
Excellent communication and stakeholder management skills.
Ability to manage multiple priorities in a fast-paced, enterprise environment.
Strong knowledge of ITSM platforms and reporting tools

Nice To Haves

ITIL Foundation certification preferred.

Responsibilities

Lead, coach, and mentor Tier 1 and Tier 2 Service Desk professionals to build technical depth, customer service excellence, and career progression.
Establish clear performance expectations, development plans, and accountability standards.
Foster a culture of ownership, continuous learning, innovation, and proactive problem-solving.
Develop cross-training strategies to increase team versatility and reduce single points of failure.
Drive improvements in incident, request, problem, and knowledge management processes.
Optimize workflows to increase service desk capacity and efficiency.
Analyze support trends and recurring issues to eliminate root causes and reduce ticket volume.
Establish and monitor KPIs, SLAs, and customer satisfaction metrics; implement corrective actions where needed.
Lead shift-left strategies to resolve more issues at Tier 1 and Tier 2 through better tooling, training, and documentation.
Identify and implement automation opportunities within ITSM tools and support workflows.
Leverage AI-driven capabilities such as virtual agents, knowledge recommendations, ticket routing optimization, and predictive analytics.
Expand and enhance self-service portals and knowledge bases to increase ticket deflection.
Partner with IT leadership to define and execute a roadmap for AI-enabled service desk maturity.
Continuously evaluate emerging technologies that improve response times, accuracy, and end-user experience.
Serve as the primary escalation point for regional IT operations.
Coordinate major incidents and region-wide or enterprise-wide support efforts.
Collaborate with infrastructure, network, security, and application teams to resolve complex technical issues.
Align regional practices with global IT standards, governance, and security requirements.
Support regional office expansions, onboarding initiatives, and technology rollouts.
Ensure compliance with IT policies, cybersecurity standards, and asset management procedures.
Oversee onboarding/offboarding processes, hardware lifecycle management, and software provisioning.
Maintain accurate and comprehensive documentation of processes, configurations, and support standards.
Drive continuous service improvement initiatives aligned with ITIL best practices.
Directly supervise Tier 1 and Tier 2 Service Desk personnel.
Conduct performance evaluations, coaching sessions, and career development planning.
Manage scheduling, workload balancing, and resource allocation to maximize productivity.
Develop succession planning strategies and internal talent pipelines.
Champion a high-performance culture focused on service excellence and measurable outcomes.