24/7 IT Service Desk Lead

Clearbrook Group Services Inc.; San Antonio (TX); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Paid time off

Job summary

Clearbrook Holdings Inc. is seeking an IT Service Desk Supervisor to lead a 24x7 Service Desk with a focus on process maturity, shift-left adoption, and incident management. You will supervise analysts, manage escalations, and ensure SLA-driven delivery across the team.

The role emphasizes governance, ITIL-aligned practices, and strong stakeholder communication, with a compensation range of $75,000–$85,000 and a comprehensive benefits package.

Qualifications

• Associate’s degree or equivalent in IT or a related field.
• Prior experience in a Service Desk or IT Support role with escalation handling.
• Demonstrated people leadership or supervisory experience.
• Strong understanding of ITIL based service management.
• Experience managing high-volume, 24x7 support environments.
• Excellent verbal and written communication skills.
• Experience with ITSM platforms (e.g., ServiceNow).
• Preferred certifications: ITIL, CompTIA A+/Network+/Security+, Microsoft MCSA/MCSE.

Responsibilities

• Directly supervise, coach, and mentor Service Desk Analysts.
• Oversee overnight Service Desk staff and after-hours operations.
• Support onboarding, training, scheduling, and performance management for reports.
• Monitor SLA adherence, ticket lifecycle, and service quality.
• Act as primary escalation point for complex incidents and outages.
• Drive shift-left initiatives to increase first-contact resolution.
• Provide UAM oversight for baseline activities and access requests.
• Prepare operational reports and communicate risks and improvements.

Skills

People leadership

ITIL knowledge

Communication

Problem solving

Team management

Education

Associate’s degree in information technology

ITIL Foundations

CompTIA A+

CompTIA Network+

CompTIA Security+

Microsoft MCSA/MCSE

Tools

ServiceNow

Job description

Clearbrook Holdings Inc. is seeking an IT Service Desk Supervisor to lead a 24x7 Service Desk with a focus on process maturity, shift-left adoption, and incident management. You will supervise analysts, manage escalations, and ensure SLA-driven delivery across the team.

The role emphasizes governance, ITIL-aligned practices, and strong stakeholder communication, with a compensation range of $75,000–$85,000 and a comprehensive benefits package.