Seasonal Service Desk Supervisor - Lead SLA-Driven Support

Intuit, Inc.; Phoenix (AZ); On-site; USD 70,000 - 95,000; Full time

Job summary

Intuit, Inc. is seeking an ATLAS Supervisor to lead the Service Desk team, ensuring timely, effective support and high-quality end-user experiences. You will drive SLA adherence, analyze performance data, and partner with cross-functional teams to address recurring issues.

The role requires onsite work with seasonal schedule flexibility, including evenings and weekends. You will mentor technicians, oversee escalations, and help shape training procedures to maintain service excellence.

Qualifications

• Minimum of 3 years of experience in a related field.
• Demonstrated progressive 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.
• Strong relationship management, coaching, and performance management skills.
• Demonstrated ability to motivate, develop, and direct team members.
• Strong understanding of organizational goals and the ability to align team activities with business objectives.

Responsibilities

• Establish, monitor, and enforce Service Desk service level agreements (SLAs) and performance expectations to support timely and effective issue resolution.
• Analyze Service Desk performance, support trends, ticket data, and documented resolutions to identify problem areas and opportunities for improvement.
• Develop and recommend solutions that improve service quality, operational efficiency, and the end-user experience while reducing recurring issues.
• Identify trends and recurring problems and provide actionable insights to leadership and appropriate partner teams.
• Assist with hiring, onboarding, training, coaching, and development of Service Desk technicians.
• Ensure technicians are prepared to respond effectively to customer questions, concerns, and technical issues.

Skills

Leadership

Team management

Customer service

Communication

Problem solving

Coaching

Quality assurance

Job description

Intuit, Inc. is seeking an ATLAS Supervisor to lead the Service Desk team, ensuring timely, effective support and high-quality end-user experiences. You will drive SLA adherence, analyze performance data, and partner with cross-functional teams to address recurring issues.

The role requires onsite work with seasonal schedule flexibility, including evenings and weekends. You will mentor technicians, oversee escalations, and help shape training procedures to maintain service excellence.