Hybrid Service Desk Supervisor - Lead ITSM Team

Vaco; Sarasota (FL); Hybrid; USD 85,000 - 90,000; Full time

Benefits offered by this job

PTO 2 weeks

HSA option

401k

Job summary

Vaco by Highspring seeks a Service Desk Supervisor in Sarasota with a hybrid schedule (2 days in-office, 3 days remote) to oversee daily operations for clinics and offices. The role provides hands-on Tier II support, SLA governance, and escalation management to maintain service quality.

The ideal candidate has 5+ years ITSM/ITIL experience, 2+ years of supervisory experience, and proficiency with Microsoft 365. Reports to the Director, ITSM; PTO, benefits, and a 401k are included.

Qualifications

• 2+ years of service desk leadership experience.
• 5+ years ITSM/ITIL experience.
• M365 experience in a enterprise environment.

Responsibilities

• Oversee daily Service Desk operations, including scheduling, ticket assignments, workload distribution, and staff coverage.
• Manage service requests, ensuring timely resolution, accurate documentation, appropriate prioritization, and SLA compliance.
• Provide hands-on Tier II support and escalation for endpoints, authentication, Microsoft 365, Entra ID, Intune & MFA.
• Coordinate business application issues with internal teams, application owners, and vendors.
• Identify major incidents and coordinate escalations across infrastructure, security, network, and application teams.

Skills

Staff leadership

ITSM/ITIL

Education

Associates Degree or higher

Tools

Microsoft 365

Job description

Vaco by Highspring seeks a Service Desk Supervisor in Sarasota with a hybrid schedule (2 days in-office, 3 days remote) to oversee daily operations for clinics and offices. The role provides hands-on Tier II support, SLA governance, and escalation management to maintain service quality.

The ideal candidate has 5+ years ITSM/ITIL experience, 2+ years of supervisory experience, and proficiency with Microsoft 365. Reports to the Director, ITSM; PTO, benefits, and a 401k are included.