IT Service Desk Supervisor

Master Electronics; Phoenix (AZ); On-site; USD 62,000 - 69,000; Full time

Job summary

Join a leading company as an IT Service Desk Supervisor, where you'll lead a team to provide exceptional IT support. This role emphasizes customer service, team leadership, and continuous improvement, ensuring a positive experience for all employees. Enjoy a competitive salary and comprehensive benefits in a dynamic work environment.

Benefits

Health Insurance

401(k) Match

Tuition Assistance

Paid Holidays

Volunteer Time Off

Qualifications

• 5 to 8 years in information systems or desktop support.
• 1 to 3 years managing technical resources.

Responsibilities

• Lead service desk operations ensuring high customer satisfaction.
• Monitor performance metrics and manage ticket resolutions.
• Oversee IT project support and hardware refreshes.

Skills

Customer Service

Leadership

Technical Support

Education

Bachelor's Degree

Associate's Degree

Tools

ServiceNow

Job description

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To be a family that uses our collective superpowers to do significant good.

Master Electronics is seeking a people-first IT Service Desk Supervisor who’s passionate about creating a positive support experience for every employee. You’ll lead and mentor a team of service desk professionals, ensuring prompt, friendly, and effective resolution of IT issues while fostering a culture of continuous improvement and exceptional customer service.

Pay Range: $62,000 - $69,000 Annual Salary

What you will do?

• Lead day-to-day operations of the Service Desk, ensuring a high level of customer service and satisfaction
• Monitor key performance metrics and ensure timely, accurate ticket management using ServiceNow
• Maintain and improve service desk processes, policies, and documentation to drive consistency and quality
• Provide team leadership through coaching, workload balancing, evaluations, and development planning
• Act as an escalation point for complex technical issues, guiding timely resolutions
• Support IT projects and hardware refreshes, ensuring smooth execution and communication
• Oversee the setup, maintenance, and tracking of computers, peripherals, software, licenses, and user accounts
• Troubleshoot and resolve technical issues related to hardware, applications, and connectivity
• Coordinate vendor support and manage external repair processes
• Ensure smooth onboarding/offboarding by maintaining IAM access based on roles
  
  

What you bring to the table!

• 5 to 8 years of experience in information systems, desktop support, or a related field.
• 1 to 3 years of experience managing technical resources and support desk personnel.
• Proven knowledge of computer operating systems, desktop application software, and hardware.
• Professional certifications, Associates or Bachelor degrees are a plus
  
  

Why do you want to work with us?

Stay Healthy: World-class and affordable insurance plans ensure you and your family stay healthy

Secure Your Future: 401(k) match program where you are vested from day-one

Invest in Your Education: Tuition assistance empowers you to further your education and career

Employee Assistance Program (EAP) and other incentives : Access to ComPsych, Healthcare Advocate, Working Advantage Discount Program, and more

Enjoy Work-Life-Harmony : Paid holidays, PTO accrual, Floating Holiday, and supportive personal and parental leave policies

Do Significant Good: Company-sponsored donation match 3 for 1, Volunteer Time Off (VTO) to give back to the community, and Employee Resource Groups

Provide Additional Financial Security: Company-funded and v oluntary AD&D Life Insurance for you and your loved ones

If you want to learn more about our comprehensive benefits, visit: https://careers.masterelectronics.com/benefits-wellness

Equal Opportunity Employer

Master Electronics has a fast-paced and entrepreneurial environment, which requires a professional, flexible self-starter attitude. Headquartered in Phoenix, AZ, Master Electronics is a leading global authorized distributor of electronic components. For more than half a century, our family-owned company has remained focused on strong relationships, responsive service and added value. This is how Master Electronics has grown to serve hundreds of thousands of customers in partnership with hundreds of world-class suppliers. Master Electronics, a leading global authorized distributor of electronic components, is committed to providing equal employment opportunities for all applicants and employees. The Company does not unlawfully discriminate on the basis of race, color, creed, pregnancy, religion, sex, national origin, age, disability, veteran, marital, or any other protected status. The Company also makes reasonable accommodations for disabled employees. Finally, Master Electronics prohibits the harassment of any individual based on their protected status. This policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, transfer, and social and recreational program.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Appliances, Electrical, and Electronics Manufacturing

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