Service Desk Supervisor

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

We are seeking an experienced Service Desk Supervisor to lead a fully remote Service Desk team supporting a broad user environment. This individual will be responsible for day-to-day team leadership, service delivery, escalation management, performance monitoring, and ensuring a high level of customer satisfaction.

The ideal candidate will have hands‑on experience leading Service Desk or Help Desk teams and will be comfortable managing a remote support organization while maintaining strong communication and accountability across the team.

Although the position is primarily remote, the successful candidate must be located within reasonable proximity to the Boston area and able to attend periodic in‑person meetings as needed.

Key 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 appropriately 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.
• Work closely with IT leadership and other technical teams to resolve complex issues.
• Monitor customer satisfaction and address recurring service concerns.
• Identify trends in Service Desk activity and recommend process or technology improvements.
• Support onboarding, training, and development of Service Desk employees.
• Ensure remote team members maintain strong communication, responsiveness, and productivity.
• Provide regular operational updates and reporting to IT leadership.

Required Qualifications

• 3+ years of experience in a Service Desk, Help Desk, or IT support environment.
• Previous supervisory or team‑lead experience.
• Experience managing or mentoring Service Desk professionals.
• Strong understanding of IT support processes, ticketing systems, and SLAs.
• Experience monitoring Service Desk KPIs and performance metrics.
• Excellent communication and customer service skills.
• Strong problem‑solving and escalation‑management abilities.
• Ability to effectively 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.

Preferred Qualifications

• ITIL certification or IT service management experience.
• Experience working with enterprise Service Desk environments.
• Experience with ITSM/ticketing platforms.
• Experience managing geographically distributed or remote technical teams.
• Experience with Service Desk reporting, analytics, and continuous improvement initiatives.
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.