Seasonal Service Desk Lead — Onsite & SLA-Driven

Intuit, Inc.; Arizona; Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Cash bonus

Equity rewards

Benefits

Job summary

Intuit, Inc. in United States (Arizona) seeks an ATLAS Supervisor to oversee Service Desk operations, lead technical support staff, and ensure timely, high-quality end-user assistance.

You will manage SLAs, performance, escalation processes, and drive improvements across the team to enhance customer experience. This role requires onsite work with seasonal shifts and weekend coverage, along with strong coaching, analytics, and cross-functional collaboration to raise service quality and

Qualifications

• Minimum of 3 years of experience supervising or leading a technical support, Help Desk, Service Desk, or similar customer support team.
• Proven experience managing Service Level Agreements (SLAs), support deliverables, and operational performance.
• Exceptional written and verbal communication skills.
• Strong relationship management, coaching, and performance management skills.

Responsibilities

• Establish, monitor, and enforce Service Desk SLAs and performance expectations to support timely issue resolution.
• Analyze Service Desk performance, support trends, ticket data, and documented resolutions to identify improvements.
• Develop solutions that improve service quality, efficiency, and end-user experience while reducing recurring issues.
• Assist with hiring, onboarding, training, coaching, and development of Service Desk technicians.
• Oversee processing of incoming Service Desk contacts to ensure courteous, timely resolution.

Skills

Leadership

Coaching

Communication

SLA management

Performance management

Customer service

Problem solving

Job description

Intuit, Inc. in United States (Arizona) seeks an ATLAS Supervisor to oversee Service Desk operations, lead technical support staff, and ensure timely, high-quality end-user assistance.

You will manage SLAs, performance, escalation processes, and drive improvements across the team to enhance customer experience. This role requires onsite work with seasonal shifts and weekend coverage, along with strong coaching, analytics, and cross-functional collaboration to raise service quality and