Service Desk Supervisor

About the role

An experienced Service Desk Supervisor is sought to oversee the day-to-day performance and operational effectiveness of the Service Desk team. This is a hands-on leadership role covering service delivery, queue management, SLA/SLO performance, ticket quality, incident response, team development and operational reporting. The supervisor works closely with the Director of IT & Operations, translating strategic priorities into daily execution. The role is based onsite in Waltham, Massachusetts.

Key responsibilities

• Monitor and manage ticket queues, run daily standups, review aging tickets and ensure SLAs and SLOs are met
• Coach, mentor and evaluate Service Desk engineers, set SMART goals and handle onboarding and training of new hires
• Own Priority 1 and 2 incidents, act as Incident Lead during major outages, classify and route incidents, and document them
• Support escalated tickets, especially on Microsoft 365, Azure, Entra ID and Windows 10/11 endpoints, and give technical guidance on identity and access management, endpoint management, alerts and email security
• Maintain knowledge base articles, SOPs and documentation in IT Glue and Autotask, and recommend workflow and automation improvements
• Deliver weekly performance reports on SLA compliance, ticket volume, quality, customer satisfaction and staffing capacity
• Support resource planning, recruitment and technical interviews, and escalate staffing changes, disciplinary actions, budget approvals and significant risks to the Director of IT & Operations

Required profile

• 3-5 years of experience in a Help Desk, Service Desk or MSP environment
• At least 1 year in a supervisory or team lead position
• Proven ability to lead, coach and hold a technical team accountable
• Ability to stay calm and decisive during major incidents
• Onsite presence in Waltham, Massachusetts preferred

Required skills

• Hands-on experience with Microsoft 365, Azure, Entra ID and Windows 10/11 endpoints
• Networking basics (TCP/IP, DNS, DHCP)
• Ticketing systems and analysis of queue performance and SLA metrics
• Preferred: Autotask, IT Glue, Kaseya VSA, ITIL, endpoint management and email security tools