Responsibilities

The IT Support Services Supervisor oversees daily operations of the IT Help Desk, ensuring timely and high-quality support for internal end users. This role combines team leadership, hands-on IT support expertise, and a focus on end-user satisfaction. The supervisor manages the IT Help Desk team, monitors performance metrics, ensures adherence to ITSM processes using ServiceNow, and drives service excellence through strong operational oversight.

Key Responsibilities include but are not limited to:
• Supervise and coordinate daily Help Desk operations, including call handling, ticket triage, escalation, and resolution.
• Provide leadership and coaching to Help Desk team members; schedule coverage to ensure consistent support availability.
• Monitor ServiceNow ITSM queues (incident, request, problem, change request) to ensure SLAs are met and service quality is maintained.
• Ensure adherence to ITIL-based support practices and assist with continuous improvement of ITSM processes.
• Serve as an escalation point for complex support issues, working cross-functionally with infrastructure, applications, and security teams.
• Track and report on key performance indicators (KPIs), call metrics, ticket volume trends, and customer satisfaction results.
• Use Genesys (or similar platform) to monitor call queues, agent performance, and call routing to optimize user experience.
• Develop and maintain knowledge base articles and end-user documentation to promote self-service and reduce repeat tickets.
• Foster a customer-focused support culture, continuously seeking ways to improve internal user satisfaction and experience.
• Participate in change management processes, including communications and scheduling of user-impacting changes.

SKILLS
• Working knowledge of ServiceNow ITSM, including incident, request, problem, and change management modules
• Familiarity with ITIL best practices for service support and operations
• Proven ability to manage, mentor, and develop support team members in a high-volume environment
• Strong interpersonal and communication skills; ability to interact effectively with all levels of the organization
• Demonstrated focus on end-user satisfaction and service quality
• Experience with Genesys Cloud or Genesys Engage call center platforms preferred
• Experience supporting endpoint technologies including Windows, macOS, Office 365, remote access tools, and mobile devices preferred

COMPETENCIES
• Accountability and self-management
• Communication
• Effective knowledge
• Innovation and problem-solving
• Teamwork and leadership

WORKING CONDITIONS/PHYSICAL DEMANDS
• Ability to communicate effectively in English, both orally and in writing
• Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
• Ability to sit for extended time periods
• Sufficient manual skill for operation of PC keyboard and other standard office equipment
• Ability to travel, including occasional overnight travel
• Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects

Qualifications

5-8 years of related experience; 1-3 years of leadership/management experience

Does this position require a valid Drivers License?

No
Education Level

General and business knowledge equivalent to a bachelor's degree
Certifications

ITIL Foundation certification preferred

Compensation Overview

We are excited to offer a competitive salary for this position. This figure serves as the entry point in our salary range, and there is potential for the actual salary to be higher based on a variety of factors, such as your experience, skills, education, and location. We believe in recognizing and rewarding talent, so our compensation packages are thoughtfully designed to reflect the unique qualifications and contributions of each candidate.

The minimum salary for this position is:

$75,000.00+/yr
Certifications

ITIL Foundation certification preferred