Closing Date: June 24, 2026 or upon the receipt of the first 50 application submissions.

IT Service Operations Supervisor

IMSD
Full-Time, Salary/Hourly

Salary Range: $79,268.80 - $90,000

JOB SUMMARY: 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.

JOB DUTIES:

Team Leadership & Operations

• Supervise, mentor, and develop a team of Service Desk and End User Compute technicians in a hybrid support environment
• Manage 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

Service Delivery and SLA Management

• 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

Technical Support & Escalation Management

• 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
• Level-3 technical support for end user computing, Active Directory and related areas
• Development and implementation of service catalog requests

Process Improvement & Governance

• 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

MINIMUM QUALIFICATIONS:

• 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.

PREFERRED QUALIFICATIONS:

• 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

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong leadership and team development skills
• Excellent customer service and communication skills
• Analytical mindset with strong reporting and problem-solving skills
• Ability to manage competing priorities in a fast-paced environment
• Strong organizational and documentation skills
• Collaborative approach with cross-functional teams
• Proven experience in IT service and operational management roles.
• Strong understanding of operational frameworks, process optimization, and performance management.
• Proficiency in using data analytics tools and systems to inform decision-making.
• Passion for delivering robust operational IT Services through people and technology
• Evolve service delivery by leading multi-disciplinary teams.
• Experience in ensuring the service team is focused and in explaining IT issues to stakeholders of all knowledge levels and seniority.
• The ability to prioritize and direct resolver groups during incident/problem resolution
• Experience in direct and matrix management.
• Experienced in the IT Change and Governance processes
• Ability to communicate compellingly with all levels of management and across all functional areas - both written and oral.
• Fluent in IT Services frameworks - ITIL Foundation
• Strong leadership and interpersonal skills, capable of motivating and developing teams.
• Exceptional organizational skills
• Excellent people skills
• Excellent customer and executive-level verbal and written communication skills
• The ability to work under pressure
• Ability to motivate and hold staff accountable
• Self-motivated - must show passion for providing quality services

Note: This Original Examination is open to current residents of the state of Wisconsin. The selection process will be job-related and will consist of one or more of the following: education and experience evaluation; written, oral, or performance tests, or other assessment methods.