Lead IT Service Desk – 24/7 Customer Solutions

Maryland Court Reporters; Washington (District of Columbia); On-site; USD 122,000 - 132,000; Full time

Job summary

Maryland Court Reporters seeks an IT Customer Solutions Supervisor to lead the 24/7/365 Technology Service Desk supporting DC-area Members and staff. You will supervise daily operations, manage queues, and guide a team to deliver timely, high-quality IT support.

Responsibilities include monitoring performance, coaching staff, coordinating with IT groups, and maintaining service delivery standards for all user requests.

Qualifications

• Bachelor’s degree or equivalent experience in IT or a related field.
• Minimum five years in IT customer support, service desk operations, or similar.
• Two+ years of direct supervisory experience managing on-site and remote staff.

Responsibilities

• Oversee daily service desk operations, including queues and escalations.
• Monitor performance metrics, call volumes, and customer satisfaction.
• Provide coaching and discipline as needed to improve delivery.
• Coordinate with other IT teams and vendors for issue resolution.
• Develop staffing schedules and ensure 24/7 coverage.

Skills

IT service desk

Incident management

Staff supervision

Customer support

Performance metrics

Shift scheduling

On-call support

Technical troubleshooting

Communication skills

Team collaboration

Education

Bachelor's degree

Job description

Maryland Court Reporters seeks an IT Customer Solutions Supervisor to lead the 24/7/365 Technology Service Desk supporting DC-area Members and staff. You will supervise daily operations, manage queues, and guide a team to deliver timely, high-quality IT support.

Responsibilities include monitoring performance, coaching staff, coordinating with IT groups, and maintaining service delivery standards for all user requests.