Remote IT Service Desk Supervisor

Ogletree Deakins; Atlanta (GA); Remote; USD 70,000 - 105,000; Full time

Benefits offered by this job

401(k) matching

Paid time off

Paid holidays

Parental leave

Health and life insurance

Tuition reimbursement

Job summary

Ogletree Deakins is seeking an experienced Service Desk Supervisor to lead the first-line, hands-on support across the firm. You will guide Service Desk staff, manage schedules, and drive ITIL-driven improvements across all locations.

The role requires 6+ years in service desk environments, supervisory experience, and strong customer service skills. This is a remote role with an estimated 45-hour workweek and potential after-hours support for emergencies and scheduled projects.

Qualifications

• Four-year technical degree or equivalent work experience.
• 6+ years Service Desk experience in an enterprise environment.
• 2+ years supervising a team of five or more, or equivalent leadership experience.
• Superior customer service/interpersonal skills and communication.

Responsibilities

• Provide first-level supervisory support and direction to Service Desk staff.
• Lead, mentor, coach, and evaluate staff; drive professional growth and corrective action when needed.
• Oversee scheduling, prioritization, and completion of Service Desk activities and projects.
• Monitor KPIs such as average speed of answer, first contact resolution, and ticket aging.
• Handle escalations from other Service Desk analysts and participate in training of new analysts.
• Lead continuous improvement and automation initiatives, including potential AI-assisted processes.
• Coordinate with Site Support, Applications & Infrastructure, HR, and Knowledge & Innovation teams.
• Communicate effectively about downtime and rollouts firm-wide.

Skills

IT Service Desk leadership

Customer service excellence

Strong communication

Technical troubleshooting

ITIL knowledge

Education

Bachelor's degree or equivalent experience

Tools

Windows 11

Azure

Microsoft 365 (Office/Teams)

Job description

Ogletree Deakins is seeking an experienced Service Desk Supervisor to lead the first-line, hands-on support across the firm. You will guide Service Desk staff, manage schedules, and drive ITIL-driven improvements across all locations.

The role requires 6+ years in service desk environments, supervisory experience, and strong customer service skills. This is a remote role with an estimated 45-hour workweek and potential after-hours support for emergencies and scheduled projects.