Remote IT Service Desk Supervisor

Ogletree Deakins; Greenville (SC); Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Paid Time Off

401(k) matching program

Health and Life Insurance

Job summary

Ogletree Deakins is seeking an experienced Service Desk Supervisor to lead and mentor the firm’s IT Service Desk across locations. You will supervise staff, drive incident resolution, and align operations with ITIL practices while coordinating with IT and administrative teams.

Remote work is possible with after-hours availability for emergencies. This role requires 6+ years in service desk roles, 6+ years of Microsoft product support including Windows 11, Azure, and Office, plus 2+ years of

Qualifications

• 6+ years of Service Desk experience in an enterprise environment.
• 6+ years Microsoft product support experience including Windows 11, Azure, Office Suite.
• 2+ years supervising a team of five or more in a similar role.
• Strong customer service, multitasking, and problem-solving skills.
• Ability to triage incidents quickly and communicate clearly.

Responsibilities

• Provide first-level supervisory support to Service Desk staff.
• Mentor, coach, and lead staff; conduct performance evaluations.
• Oversee scheduling, prioritization, and timely completion of activities.
• Monitor ITIL KPI metrics and drive continuous improvement.
• Handle escalations and participate in training for new analysts.
• Collaborate with Site Support, Applications & Infrastructure, HR, and other teams.
• Communicate firm-wide technology downtime and rollout plans.
• Participate in testing, projects, and knowledge-base maintenance.
• Maintain total ownership of incidents from acknowledgement to closure.

Skills

ITIL Foundations

Windows 11

Azure

Office 365/Teams

Leadership

Customer Service

Education

Four-year technical degree

Job description

Ogletree Deakins is seeking an experienced Service Desk Supervisor to lead and mentor the firm’s IT Service Desk across locations. You will supervise staff, drive incident resolution, and align operations with ITIL practices while coordinating with IT and administrative teams.

Remote work is possible with after-hours availability for emergencies. This role requires 6+ years in service desk roles, 6+ years of Microsoft product support including Windows 11, Azure, and Office, plus 2+ years of