Supervisor, IT Service Desk

Position Summary

The IT Service Desk Supervisor plays a critical leadership role in the daily operations of our global Service Desk. This position provides frontline oversight for a team of Tier 1 and Senior Agents delivering 24x7 support to users across the firm. You will guide team performance, support escalation management, and uphold service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.

As part of our modern End User Services & Solutions organization, the Supervisor helps translate strategy into action, ensuring our frontline teams are equipped, engaged, and aligned to deliver scalable, user-centered support. This role blends technical expertise with people leadership, modeling the culture of ownership, empathy, and relentless improvement that underpins our vision.

Core Responsibilities

• Lead daily operations for your assigned pod of Service Desk Agents and Senior Agents
• Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence
• Provide guidance and support on complex or high-impact tickets escalated within your pod
• Monitor ticket quality, documentation standards, and user communication, providing coaching as needed
• Conduct performance check-ins and promote professional development through mentoring and feedback
• Ensure effective onboarding and ramp-up of new hires within your pod
• Drive adoption of knowledge articles and contribute to continuous improvement of support documentation
• Analyze trends and recurring issues to identify training gaps or process improvement opportunities
• Collaborate with peer Supervisors to ensure consistency in service delivery across pods
• Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths
• Lead by example in customer interactions during peak demand or critical incidents
• Support reporting needs by contributing pod-level metrics and performance summaries

Required Qualifications

• 5+ years of experience in IT support, with at least 12 years in a team lead, senior agent, or supervisory role
• Experience managing day-to-day performance and service delivery within a support team
• Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting
• Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent
• Proven ability to coach, develop, and support frontline staff in a high-volume environment
• Effective communicator who can lead with clarity, empathy, and accountability
• Strong analytical and documentation skills with a focus on measurable outcomes

Preferred Qualifications

• Experience operating within a pod or team-based support model
• ITIL Foundation certification or working knowledge of ITIL practices
• Prior experience in a 24x7 support environment, especially across global time zones
• Exposure to WFM tools or performance analytics platforms
• Familiarity with firm-specific applications such as CaseWare or CCH Axcess

Work Environment & Shift Expectations

• Must be available to support rotational shifts as part of a global 24x7 model
• Responsible for leading and developing your assigned pod, while aligning with broader team strategy
• Expected to actively participate in cross-pod collaboration, continuous improvement efforts, and team-wide initiatives