Service Desk Leader: Shape IT Support & Growth

Dyopath; North Carolina; On-site; USD 61,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, and Vision coverage

Life insurance

401(k) with company match

"You Pick a Day" paid holiday

FSA and HSA options

Pet insurance

Additional benefits available

Job summary

DYOPATH is seeking a Service Desk Supervisor to lead a team of service desk professionals and drive high-quality technical support across client environments. This hands-on leadership role emphasizes coaching, performance management, and operational improvements to optimize service delivery and customer outcomes.

The ideal candidate brings 5+ years in technical support with leadership experience, plus ITIL knowledge and ITSM tool familiarity (ServiceNow or BMC Helix).

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent experience.
• HDI Support Center Analyst (HDI-SCA) certification preferred.
• ITIL Foundation certification preferred.
• ITIL Practitioner certification preferred.

Responsibilities

• Lead, mentor, and develop a team of service desk analysts to deliver exceptional technical support and customer service.
• Define, maintain, and manage SLAs for service desk operations.
• Ensure timely resolution of end-user technical issues and escalations.
• Develop and maintain service desk policies, procedures, and technical documentation.
• Manage service desk budgets, including procurement and maintenance of tools and resources.
• Build and maintain relationships with internal customers, vendors, and stakeholders.
• Prepare and deliver performance reports, metrics, and insights to senior leadership.
• Support hiring, onboarding, training, coaching, and performance management for service desk staff.
• Lead cross-functional initiatives focused on service delivery and operational improvement.
• Partner with other IT teams to troubleshoot and resolve complex issues.
• Stay current on emerging technologies and IT service management best practices.

Job description

DYOPATH is seeking a Service Desk Supervisor to lead a team of service desk professionals and drive high-quality technical support across client environments. This hands-on leadership role emphasizes coaching, performance management, and operational improvements to optimize service delivery and customer outcomes.

The ideal candidate brings 5+ years in technical support with leadership experience, plus ITIL knowledge and ITSM tool familiarity (ServiceNow or BMC Helix).