The IT Service Desk Supervisor is responsible for overseeing day-to-day IT support operations and directly supervising the end user services team. This role ensures timely, high-quality technical support for all users while enforcing standards, meeting SLAs, and developing team members. The Supervisor serves as the primary escalation point for Tier 1 and Tier 2 issues and partners closely with the Infrastructure and Security teams to resolve complex problems. This is a hands-on supervisory role requiring both technical expertise and people-management skills.
Position requires travel to Infinite Legacy regional offices and tissue surgical recovery sites.
Education and Experience:- Associate's or Bachelor's degree in a related field preferred; equivalent combination of education and progressively responsible experience considered.
- 5+ years of IT support experience, including Tier 2 troubleshooting.
- 1-3 years of experience leading or supervising technical staff.
- Strong understanding of IT service management concepts (ITIL preferred)
- Experience supporting enterprise end-user environments.
- Prior experience as a Help Desk Lead, Support Supervisor, or similar role, and experience with endpoint management tools (Intune, SCCM, Jamf, or similar) preferred.
- Experience supporting hybrid or remote workforces preferred.
- Familiarity with ITSM platforms (ServiceDeck Plus, ServiceNow, Jira, etc.) preferred.
Required Skills/Abilities: - Excellent written and verbal communication, customer service, leadership, team development, organization, and problem-solving skills.
- Ability to manage competing priorities in a fast-paced environment.
- ITIL Foundation or equivalent certification, preferred.
- Incident and escalation management, and process improvement
Duties/Responsibilities:- Supervises Systems Support Analysts and the Desktop Technicians
- Provides coaching, mentoring, and technical guidance to team members
- Manages the IT support queue, ensuring adherence to SLAs and service quality standards
- Prioritizes, assigns, and rebalances work across the End User Services team
- Serves as the escalation point for unresolved Tier 1 and Tier 2 incidents
- Coordinates escalations to the Infrastructure and Security teams as needed
- Ensures consistent use of ITSM tools, workflows, and documentation standards
- Conducts performance check-ins, evaluations, and corrective actions when required
- Assists the Director of IT with hiring, onboarding, and training plans
- Develops schedules, coverage plans, and on-call rotations to ensure adequate support
- Maintains working knowledge of supported systems, including:
- Windows and macOS environments
- Microsoft 365 and enterprise applications
- Endpoint management and device deployment
- Reviews and approve changes affecting end user services
- Ensures proper asset management and lifecycle tracking of end-user devices
- Enforces creation and maintenance of knowledge base articles and standard operating procedures
- Tracks and reports support metrics (ticket volume, resolution time, trends)
- Provides regular operational updates to the Director of IT
- Identifies risks, gaps, and training needs within End User Services Occasional after-hours or on-call support may be required
Join Our Team & Enjoy Great Benefits!At Infinite Legacy, we care about our employees' well-being, both at work and in life. That's why we offer an excellent benefits package designed to support you and your family.
Our Benefits Include:- Health, Dental & Vision Insurance: Comprehensive coverage for you and your loved ones.
- Paid Time Off: Take the time you need to relax and recharge.
- 401K: Plan for your future with employer contributions.
- Life & Disability Insurance: Peace of mind, no matter what happens.
- Pet Insurance Discounts: Because your furry friends matter too!
- Tuition Reimbursement: We support your growth and development with education assistance.
Join our team today and experience a workplace that truly values you!
