Remote Service Desk Supervisor: Lead & Improve IT Support

firstPRO US; Boston (MA); Hybrid; USD 75,000 - 100,000; Full time

Job summary

firstPRO US is seeking an experienced Service Desk Supervisor to lead a fully remote Service Desk team supporting a broad user environment. This role oversees day-to-day operations, service delivery, escalation management, and performance monitoring to ensure high customer satisfaction.

The ideal candidate will have hands-on experience guiding Service Desk teams, manage a remote workforce, and maintain strong communication with IT leadership.

Qualifications

• 3+ years of experience in a Service Desk, Help Desk, or IT support environment.
• Experience supervising or leading Service Desk professionals.
• Strong understanding of IT support processes, ticketing systems, and SLAs.
• Experience monitoring KPIs and performance metrics.
• Excellent communication and customer service skills.
• Strong problem-solving and escalation-management abilities.
• Ability to lead and communicate with a fully remote team.
• Strong organizational and time-management skills.
• Ability to travel to the Boston area for periodic in-person meetings.

Responsibilities

• Supervise and support the day-to-day operations of a remote Service Desk team.
• Provide leadership, coaching, mentoring, and performance management for Service Desk staff.
• Monitor ticket queues, response times, resolution times, and SLA performance.
• Ensure incidents and service requests are prioritized and resolved.
• Manage escalated technical and customer service issues.
• Track team KPIs and identify opportunities to improve service delivery.
• Maintain consistent Service Desk processes, procedures, and documentation.
• Assist with staffing, scheduling, workload distribution, and resource planning.

Skills

Remote team leadership

Customer service excellence

ITIL knowledge

Education

Bachelor's degree in Information Technology or related field

Tools

ITSM platforms

Remote collaboration tools

Job description

firstPRO US is seeking an experienced Service Desk Supervisor to lead a fully remote Service Desk team supporting a broad user environment. This role oversees day-to-day operations, service delivery, escalation management, and performance monitoring to ensure high customer satisfaction.

The ideal candidate will have hands-on experience guiding Service Desk teams, manage a remote workforce, and maintain strong communication with IT leadership.