IT Service Desk Supervisor – 24/7 Support Lead

Argonaut Management Services, Inc

San Antonio (TX)

On-site

USD 75,000 - 85,000

Full time

6 days ago

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Job summary

Shared Services in San Antonio, TX is seeking an IT Service Desk Supervisor to lead a 24x7 support team, drive incident management, and push continuous improvement across people, processes, and policy. You will oversee onboarding, training, and performance for analysts, while coordinating with IAM, security, and vendors during outages.

The role emphasizes staffing for after-hours coverage, adherence to SLAs, and data-driven leadership communications to management.

Qualifications

Associate's degree in information technology, computer science, or equivalent relevant experience.
Prior experience in a Service Desk or IT Support role, including 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.
Strong problem solving, organizational, and decision-making abilities.
Experience working with ITSM platforms (e.g., ServiceNow).

Responsibilities

Directly supervise, coach, and mentor Service Desk Analysts.
Provide oversight and leadership for overnight Service Desk staff, including after-hours operations.
Support onboarding, training, scheduling, performance management, and professional development for all direct reports.
Conduct regular performance checkins, evaluations, and coaching sessions.
Assist with hiring and scaling efforts, including preparation for the addition of new hires to the team.
Ensure staffing models support 24x7 operational coverage, service quality, and compliance with labor guidelines.
Oversee daily Service Desk operations including incident, request, and queue management.
Ensure accurate ticket logging, prioritization, documentation, and lifecycle management.
Monitor adherence to SLA, response times, resolution targets, and quality standards.
Actively review trends related to missed opportunities, escalations, and repeat issues.
Serve as a primary escalation point for complex, high-impact, or sensitive issues.
Drive shiftleft initiatives to increase firstcontact resolution and reduce dependency on higher-tier teams.
Ensure analysts resolve eligible incidents and requests using approved Knowledge Base (KB) articles.
Identify recurring issues suitable for knowledge creation, automation, and process improvement.
Promote Knowledge-Centered Service (KCS) behaviors and KB contribution expectations.
Provide supervisory oversight for baseline UAM activities including identity verification, password resets, and access requests.
Ensure all access-related work complies with least privilege principles and audit standards.
Partner with IAM, Security, and application teams on escalations or exception handling.
Monitor access-related incident trends and drive improvements to reduce risk and rework.
Monitor and analyze Service Desk performance metrics (e.g., SLA, FCR, CSAT, backlog, escalation rates).
Prepare operational reports, leadership summaries, and improvement recommendations.
Use data to identify gaps in staffing, process, training, or tooling.
Communicate operational risks, constraints, and improvement plans to management and stakeholders.
Ensure Service Desk operations adhere to ITIL practices, company policy, and security requirements.
Maintain and enforce SOPs; support audit/compliance activities with accurate documentation.