24x7 Service Desk Lead & Builder

MCPc; Kentucky; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

401k matching

Team events

Medical, dental, vision

Holidays and PTO

Career paths

Job summary

MCPC is expanding its 24x7 service desk and seeks a Service Desk Supervisor to lead a growing team, define processes, and own escalation paths. You will work hands-on while shaping how the desk scales, including staffing, training, and performance measurement.

The role requires 5+ years in service desk environments, experience with ITIL/ITSM, and proficiency with tools like ConnectWise, ServiceNow, and IT Glue.

Qualifications

• 5+ years of service desk or help desk experience, including at least 2 years as a lead, supervisor, or senior technician.
• Hands-on experience building or improving service desk processes, not only following them.
• Experience supporting a 24x7 or extended-hours operation, including scheduling and on-call coordination.
• Working knowledge of PSA or ITSM ticketing platforms (ConnectWise, Autotask, HaloPSA, ServiceNow, or similar) and IT Glue.
• Strong Tier 1/Tier 2 troubleshooting across Microsoft 365, Windows, Active Directory/Entra ID, and common end-user hardware and networking.
• Clear written and verbal communication, including escalations; SOPs, scripts, or knowledge articles.
• Comfort building reports and dashboards from ticket data.

Responsibilities

• Lead and supervise service desk staff and shift coverage.
• Develop and implement 24x7 coverage, escalation paths, and SLAs.
• Own queue management, ticket routing, and on-call rotation.
• Onboard, train, and coach technicians on tools, processes, and customer experience.
• Run regular quality reviews of calls and tickets and provide actionable feedback.
• Interview and hire staff; conduct performance reviews and HR actions.
• Plan transition from shared to dedicated staff with headcount/skills recommendations.
• Take inbound calls, chats, and tickets; resolve Tier 1/2 issues.

Skills

People leadership

ITIL/ITSM

24x7 support

PSA/ITSM tools

Documenting processes

Reporting/dashboards

MS 365/Windows/AD

Communication

Education

Associate or Bachelor's degree in IT or related field

Tools

ConnectWise

Autotask

HaloPSA

ServiceNow

IT Glue

Job description

MCPC is expanding its 24x7 service desk and seeks a Service Desk Supervisor to lead a growing team, define processes, and own escalation paths. You will work hands-on while shaping how the desk scales, including staffing, training, and performance measurement.

The role requires 5+ years in service desk environments, experience with ITIL/ITSM, and proficiency with tools like ConnectWise, ServiceNow, and IT Glue.