Lead Service Desk Supervisor

Jobtailor; Arizona; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking an accomplishedIT Service Desk Leader in the United States (Arizona) to drive frontline operations, shape service delivery, and align IT with business priorities. You will coordinate cross-functional teams, manage incident workflows, and guide process improvements across the service desk ecosystem.

The role requires strong ITIL/ITSM knowledge, ServiceNow proficiency, and a proven track record of improving queue performance and stakeholder satisfaction.

Qualifications

• Bachelor's degree or equivalent education/experience required.
• Proven leadership of frontline IT Service Desk/Help Desk teams.
• Experience managing daily operations, queue performance, and service restoration/escalations.

Responsibilities

• Provide frontline leadership and operational oversight for the IT Service Desk.
• Liaise between Service Desk, technology support teams and business stakeholders.
• Enable onboarding, enhancement, and support of systems, applications and technology solutions.
• Assess, establish, evaluate, and validate technical requirements.
• Recommend alternatives and enhancements to technology solutions.
• Research and help resolve production issues and defects.
• Serve as primary conduit between IT delivery and business functions.
• Partner with Program Management on strategy, transformation, and operations plans.
• Ensure readiness of scope, goals, and objectives before project initiation.
• Coach, mentor, and provide training to team members.
• Collaborate with IT architects on road maps and upgrade strategies.
• Perform high-level technical analyses for pre-project and project topics.
• Support PM and Practice leads with policy, procedures, and governance.
• Participate in process improvement initiatives.
• Voice of the Customer for the Analyst community.
• Lead opportunities to improve Analyst efficiency and productivity.
• Define business requirements for system specs and scale systems and processes.

Skills

IT Service Desk Leadership

ServiceNow Expertise

Operational Requirements Gathering

Agile Methodology

ITIL Knowledge

Education

Bachelor's degree or equivalent

Tools

ITSM Platforms

ServiceNow

Agile Tools

Waterfall Methodology

Job description

• Provide frontline leadership and operational oversight for the IT Service Desk


• Liaise between Service Desk operations, technology support teams, and business stakeholders


• Enable onboarding, enhancement, and support of systems, applications, and technology solutions


• Assess, establish, evaluate, and validate technical requirements


• Recommend alternatives and enhancements to technology solutions


• Research and help resolve production issues and defects


• Serve as the primary conduit between IT delivery functions and business functions


• Partner with Program Management on strategy, transformation, and operations plans


• Ensure readiness of scope, business goals, and objectives before project initiation


• Coach, mentor, and provide just-in-time training to team members


• Collaborate with IT architects on road maps and upgrade strategies


• Perform high-level technical analyses for pre-project and project topics


• Support Project Management and Practice leads with policy, procedures, and governance


• Participate in process improvement initiatives


• Serve as Voice of the Customer for the Analyst community


• Lead opportunities to improve Analyst efficiency and productivity


• Define business requirements for system functional specifications and scale systems, processes, and procedures


• Identify, measure, monitor, and control risks in accordance with risk and compliance policies

Requirements

• Bachelor's degree; OR 4 years of relevant education and/or experience


• Proven experience leading frontline support teams in IT Service Desk, Help Desk, Technical Support, IT Operations, or Contact Center environments


• Experience managing daily operations, optimizing queue performance, and coordinating service restoration and escalations


• Expertise using ITSM platforms such as ServiceNow for incident, request, workflow management, reporting, and communications


• Experience monitoring backlog health, ticket aging, service levels, workforce productivity, and support workloads


• Experience gathering, documenting, and translating operational requirements into process, workflow, or technology improvements


• Strong analytical, problem-solving, facilitation, and stakeholder management skills


• Ability to communicate effectively with analysts, leadership, and business partners


• Understanding of system architecture, technology solution design, and end-user support processes


• Working knowledge of Agile, Waterfall, or other solution delivery methodologies


• Experience researching and resolving production issues, service-impacting incidents, and operational defects within SLA, OLA, and ITIL frameworks


• Preferred certifications include ITIL 4 Foundation, HDI Support Center Team Lead, HDI Supervisor, Agile, Scrum, or related certifications


• Must not require immigration support or visa sponsorship, including H-1B, TN, or STEM OPT Training Plans

Core Competencies

Demonstrates expertise in IT Service Desk operations, including leadership, process improvement, and stakeholder management. Proficient in utilizing ITSM platforms like ServiceNow and applying methodologies such as Agile and ITIL to enhance service delivery and operational efficiency.

Highest-signal resume keywords

• IT Service Desk Leadership


• ServiceNow Expertise


• Operational Requirements Gathering


• Agile Methodology


• ITIL Framework Knowledge

ATS Optimization Keywords

Hard Skills

• Technical Support


• Incident Management


• Workflow Management


• Process Improvement


• Risk Management


• System Architecture


• Service Level Agreements


• Operational Defect Resolution


• Queue Performance Optimization


• Stakeholder Management

Soft Skills

• Analytical Skills


• Problem-Solving


• Facilitation


• Effective Communication


• Coaching and Mentoring

Certifications & Qualifications

• ITIL 4 Foundation


• HDI Support Center Team Lead


• HDI Supervisor


• Agile Certification


• Scrum Certification

Industry Keywords

• IT Operations


• Help Desk


• Contact Center


• Service Restoration


• Production Issues


• Operational Workloads


• Business Stakeholders


• Project Management


• Governance


• Voice of the Customer

Tools & Technologies

• ITSM Platforms


• ServiceNow


• Agile Tools


• Waterfall Methodology