Responsibilities

Our Technology Services team is seeking a technically strong Service Desk Supervisor to lead Tier 2 support operations across North America. This role requires genuine depth across the Microsoft 365 stack, Windows endpoint environments, and enterprise networking fundamentals - this is not a coordination role that delegates the hard tickets. The Supervisor is expected to be the most technically capable person on the regional team and to model that standard consistently.

In addition to day-to-day team supervision and escalation ownership, this role will serve as an active participant in major incident response, coordinating Tier 2 contributions during outages and degradations, maintaining clear timelines, and ensuring resolution steps are documented and communicated with appropriate urgency to affected users and IT leadership.

The ideal candidate leads by example, builds trust across distributed teams without relying on positional authority, and takes equal pride in resolving a complex endpoint issue and running a tight, well-documented support operation. This role will ensure Tier 2 processes are consistent, measurable, and continuously improving across several offices.

• Supervise a team of Tier 2 support engineers, providing day-to-day direction, coaching, and performance feedback.
• Build and maintain a consistent team culture across office locations; establish shared standards for ticket quality, communication, and escalation behavior regardless of where an engineer sits;
• Conduct regular one-on-ones, set clear performance expectations, and document concerns or development areas in partnership with leadership and HR;
• Manage scheduling and coverage across time zones to ensure Americas business hours are adequately supported;
• Serve as the operational bridge between LA, New York, and future Americas offices; ensure Tier 2 processes, tooling usage, and service standards are applied uniformly across sites;
• Identify and address inconsistencies in how support is delivered across locations; drive consensus on shared procedures without creating unnecessary friction;
• Act as the local escalation presence in your primary office while maintaining visibility into and accountability for remote site operations;
• Own regional Tier 2 ticket queues in ServiceNow, ensuring timely resolution, SLA compliance, accurate categorization, and quality closure notes;
• Serve as the escalation point for complex technical issues; resolve or route with clear ownership and proactive user communication;
• Provide advanced hands-on support across Windows 11 endpoints, M365 (Exchange Online, Teams, SharePoint, OneDrive, Intune), Azure AD/Entra ID, and VPN;
• Coordinate endpoint hardware support, peripheral procurement, and asset lifecycle activities within ServiceNow ITAM workflows;
• Maintain and improve Tier 2 SOPs, ensuring documentation is current, accessible, and consistently followed by the team;
• Contribute to ServiceNow knowledge base content to deflect repeat Tier 1 volume and improve self-service options.

Qualifications

• 5+ years of IT support experience with at least 2 years in a lead or supervisory capacity;
• Proven ability to supervise and develop technical staff across more than one office location or time zone;
• Hands-on expertise with Microsoft 365 administration including Exchange Online, Teams, Intune, and Entra ID/Azure AD;
• Proficiency with ITSM platforms; ServiceNow experience strongly preferred;
• Strong knowledge of Windows 11 endpoint environments including deployment, imaging, and troubleshooting;
• Demonstrated ability to drive process consistency across a distributed team without direct authority over every stakeholder;
• Clear, professional written and verbal communication; able to set expectations with end users and escalate to leadership with appropriate context;
• Experience in financial services or a similarly regulated corporate environment (preferred);
• ITIL v4 Foundation certification or equivalent practical exposure to ITSM process frameworks is preferred;
• Exposure to multi-tenant or cross-entity M365 environments is preferred;
• Working knowledge of corporate AV and conferencing technologies is preferred;
• Experience with endpoint analytics or DEX platforms (e.g., Nexthink, 1E/Tachyon).

Personal Attributes

• Detail-oriented with strong documentation skills and commitment to knowledge sharing Natural mentor who shares knowledge and elevates team capabilities through informal coaching;
• Strong organizational skills, possessing the ability to meet deadlines, prioritize effectively and work independently within guidelines;
• Team player with strong integrity and professionalism;
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills;
• Calm under pressure with proven ability to manage multiple priorities and critical incidents;
• Proven ability to self-start and work independently on complex technical issues with minimal supervision;
• Self-starter who identifies improvement opportunities and takes initiative to implement solutions.

Education

Bachelor's degree required.

Base Salary

$140,000 - $160,000

In addition to a competitive base salary, you will be eligible to receive discretionary bonus incentives, a comprehensive benefits package and a flexible work arrangement. The base salary offered will be commensurate with experience and/or qualifications, industry knowledge and expertise, as well as prior training and education.