Position OverviewThe 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.
Key Responsibilities:- Team Leadership & Supervision
- 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
- Service Desk Operations
- 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
- Technical Support & Escalation
- 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
- Operational Excellence & Continuous Improvement
- 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
- Collaboration & Communication
- 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
Desired Skills and Experience- Qualifications
- Bachelor's degree in Information Technology or equivalent experience
- 5+ years of experience in IT support or service desk operations
- 2+ years of experience in a lead or supervisory capacity preferred
- Technical Expertise:
- Dell desktops and laptops
- Microsoft Active Directory, Azure AD, Microsoft 365 (Teams, Exchange Online, SharePoint)
- Apple and Android mobile devices
- Core Competencies:
- 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
- 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
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Salary Range: $110k-$115k
Benefits OverviewHealth & Welfare: Company Paid medical, dental, vision, prescription drug, accident & sickness benefit, basic group life and AD&D
Time Off Benefits: Comprehensive Paid Time Off (PTO) program.
Financial Benefits: 401(k) retirement savings plan
