Position Overview
The 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

#LI-AC1

Salary Range: $110k-$115k

Benefits Overview
Health & 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

Reasonable Accommodations
If you need assistance or accommodations during the application or interview process, please contact us at [redacted] or your dedicated recruiter with the job title and requisition number.

Employment Eligibility
Candidates must have current work authorization in the U.S.; visa sponsorship is not available for this position.

Third-Party Recruiting Disclaimer
Legence and its affiliates do not accept unsolicited resumes from agencies; any such submissions without a prior signed agreement authorized by Legence Holdings LLC's CHRO or Director of Talent Acquisition will not incur fees and are considered property of Legence.

Pay Disclosure & Considerations
Where pay ranges are indicated, please note that a successful candidate's exact pay will be determined based relevant job-related factors, including any of the following: candidate's experience, skills, and qualifications, as well as geographic and market considerations. We are committed to ensuring fair and competitive compensation for all employees and comply with all applicable salary transparency laws.