Remote IT Service Desk Supervisor — Lead & Elevate Support

Ogletree Deakins; Charlotte (NC); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

401(k) matching

Paid time off

Profit sharing

Health and life insurance

Tuition reimbursement

Job summary

Ogletree Deakins is seeking an experienced Service Desk Supervisor to lead the firm’s IT Service Desk, delivering hands-on support across all locations. You will guide analysts, monitor performance metrics, and drive continuous improvement in incident resolution and customer service.

The role requires 6+ years in service desk and Microsoft product support, plus 2+ years of supervisory experience, with a four-year technical degree or equivalent. Some after-hours work and travel may be required.

Qualifications

• Four-year technical degree or equivalent work experience.
• 6+ years Service Desk experience in an enterprise environment.
• 6+ years Microsoft product support experience (Windows 11, Azure, Office/Teams).
• 2+ years supervising a team of five or more or equivalent leadership experience.
• Superior customer service/interpersonal skills (oral & written).
• Independent analysis and strong problem-solving skills.
• Ability to work independently or as part of a team; willingness to overtime.

Responsibilities

• Provide first-level supervisory support and direction to Service Desk staff.
• Supervise, mentor, coach, and lead staff; conduct performance evaluations.
• Oversee scheduling, prioritization, and timely completion of Service Desk activities and projects.
• Monitor ITIL aligned metrics and drive continuous improvement across service delivery.
• Oversee training for new Service Desk analysts and participate in special projects.
• Collaborate with Site Support, Applications & Infrastructure, HR, and other teams.

Skills

Customer service

Problem solving

Team collaboration

Time management

Education

Four-year technical degree or equivalent

Tools

Windows 11

Azure

Microsoft Office Suite including Teams

Job description

Ogletree Deakins is seeking an experienced Service Desk Supervisor to lead the firm’s IT Service Desk, delivering hands-on support across all locations. You will guide analysts, monitor performance metrics, and drive continuous improvement in incident resolution and customer service.

The role requires 6+ years in service desk and Microsoft product support, plus 2+ years of supervisory experience, with a four-year technical degree or equivalent. Some after-hours work and travel may be required.