Supervisor, IT Service Desk

INFINITE LEGACY•Baltimore, MD

12h•Hybrid

About The Position

The IT Service Desk Supervisor is responsible for overseeing day‑to‑day IT support operations and directly supervising the end user services team. This role ensures timely, high‑quality technical support for all users while enforcing standards, meeting SLAs, and developing team members. The Supervisor serves as the primary escalation point for Tier 1 and Tier 2 issues and partners closely with the Infrastructure and Security teams to resolve complex problems. This is a hands‑on supervisory role requiring both technical expertise and people‑management skills. Position requires travel to Infinite Legacy regional offices and tissue surgical recovery sites.

Requirements

Associate’s or Bachelor’s degree in a related field preferred; equivalent combination of education and progressively responsible experience considered.
5+ years of IT support experience, including Tier 2 troubleshooting.
1–3 years of experience leading or supervising technical staff.
Strong understanding of IT service management concepts (ITIL preferred)
Experience supporting enterprise end‑user environments.
Excellent written and verbal communication, customer service, leadership, team development, organization, and problem‑solving skills.
Ability to manage competing priorities in a fast‑paced environment.
Incident and escalation management, and process improvement

Nice To Haves

Prior experience as a Help Desk Lead, Support Supervisor, or similar role, and experience with endpoint management tools (Intune, SCCM, Jamf, or similar) preferred.
Experience supporting hybrid or remote workforces preferred.
Familiarity with ITSM platforms (ServiceDeck Plus, ServiceNow, Jira, etc.) preferred.
ITIL Foundation or equivalent certification, preferred.

Responsibilities

Supervises Systems Support Analysts and the Desktop Technicians
Provides coaching, mentoring, and technical guidance to team members
Manages the IT support queue, ensuring adherence to SLAs and service quality standards
Prioritizes, assigns, and rebalances work across the End User Services team
Serves as the escalation point for unresolved Tier 1 and Tier 2 incidents
Coordinates escalations to the Infrastructure and Security teams as needed
Ensures consistent use of ITSM tools, workflows, and documentation standards
Conducts performance check‑ins, evaluations, and corrective actions when required
Assists the Director of IT with hiring, onboarding, and training plans
Develops schedules, coverage plans, and on‑call rotations to ensure adequate support
Maintains working knowledge of supported systems, including: Windows and macOS environments, Microsoft 365 and enterprise applications, Endpoint management and device deployment
Reviews and approve changes affecting end user services
Ensures proper asset management and lifecycle tracking of end‑user devices
Enforces creation and maintenance of knowledge base articles and standard operating procedures
Tracks and reports support metrics (ticket volume, resolution time, trends)
Provides regular operational updates to the Director of IT
Identifies risks, gaps, and training needs within End User Services
Occasional after‑hours or on‑call support may be required