Service Desk Leader: SLA-Driven Support & Coaching

Intuit, Inc.

Phoenix (AZ)

On-site

USD 70,000 - 100,000

Full time

6 days ago

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Job summary

Intuit, Inc. is seeking an ATLAS Supervisor to lead the Service Desk, ensuring timely, high-quality end-user support. The role provides day-to-day leadership, manages SLAs, and drives continuous improvement in service delivery and customer experience.

The position offers onsite work with seasonal scheduling, including evenings and weekends as needed. The ideal candidate will have 3+ years in a related role, strong coaching ability, and a proven track record of aligning team efforts with business

Qualifications

Minimum of 3 years of experience in a related field.
Progressive experience supervising or leading a technical support or Service Desk team.
Experience managing SLAs, support deliverables, and performance.
Strong relationship, coaching, and performance management skills.
Excellent written and verbal communication skills.
Ability to coach and develop team members.

Responsibilities

Oversee Service Desk contacts across channels to ensure courteous, timely resolution.
Monitor operations, staffing, and performance to maintain service levels.
Enforce policies for ticket handling, escalation, and resolution.
Validate fixes to ensure issues are resolved.
Prepare reports and analyze data for leadership decisions.
Identify trends and recommend process improvements to teams.
Develop, implement, and administer Service Desk training procedures and documentation.
Conduct weekly quality reviews of calls, chats, and ticket notes.