Service Desk Supervisor

Central Piedmont Community College; Charlotte, Northern (NC, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Central Piedmont Community College seeks a Service Desk Supervisor to oversee daily operations of the centralized Service Desk within Enterprise Business Operations. You will supervise frontline staff, coordinate staffing, and ensure consistent, customer-focused support across campuses.

The role requires strong leadership, ITIL knowledge, and experience in service operations. You will promote continuous improvement and partner with ITS and Enterprise Operations to deliver coordinated service

Qualifications

• Associate degree or equivalent experience in IT/Business or related field.
• 3+ years in service desk, call center, or service operations environments.
• ITIL v4 Foundation certification required within 9 months of hire.
• Supervisory or team leadership experience preferred.

Responsibilities

• Provide direct supervision, coaching, and daily operational oversight of Service Desk staff.
• Coordinate staffing schedules, workload balancing, and queue management across campuses and areas.
• Support a centralized intake model for operational services with standardized triage and escalation processes.
• Monitor service desk performance metrics: response times, resolution times, SLAs, call performance, customer satisfaction.
• Ensure timely escalation and coordination of high-impact or unresolved issues with operational support teams.
• Assist in developing and maintaining standardized service desk procedures, workflows, and knowledge management practices.
• Support ITIL-aligned service management practices and continuous improvement.
• Identify operational trends and recommend process improvements to increase efficiency and customer experience.
• Assist with onboarding, training, and professional development for Service Desk staff.
• Promote a culture of customer service, collaboration, accountability, and continuous improvement.
• Partner with ITS and Enterprise Operations teams to support coordinated service delivery and communication.
• Support organizational changes by helping staff adapt to evolving service models, technologies, and processes.

Skills

Leadership

Priority management

Communication

Metrics monitoring

ITIL knowledge

Escalation management

Knowledge-centered support

Education

Associate degree in IT/Business or related field

Bachelor's degree preferred

Tools

TeamDynamix

ServiceNow

Job description

The Service Desk Supervisor is responsible for the daily operational supervision of the College’s centralized Service Desk environment within Enterprise Business Operations. Reporting to the Associate Director of Service Desk, this role oversees frontline service delivery operations and supports the College’s enterprise service model by ensuring consistent, customer-focused support across operational service areas.

This position supervises Service Desk staff responsible for incident intake, service request fulfillment, triage, escalation coordination, and customer support for students, faculty, and staff. The supervisor works to ensure efficient service delivery, adherence to service expectations, and alignment with service management processes and operational standards.

The Service Desk Supervisor promotes a collaborative and inclusive work environment focused on accountability, continuous improvement, and service excellence.

1. Provide direct supervision, coaching, and daily operational oversight of Service Desk staff
2. Coordinate staffing schedules, workload balancing, and queue management to ensure effective service coverage across campuses and operational areas
3. Support a centralized intake model for operational services, ensuring consistent triage, routing, escalation, and request management processes
4. Monitor service desk performance metrics, including response times, resolution times, service level adherence, call performance, and customer satisfaction
5. Ensure timely escalation and coordination of high-impact or unresolved issues with operational support teams
6. Assist in developing and maintaining standardized service desk procedures, workflows, and knowledge management practices
7. Support the implementation and continuous improvement of service management practices aligned with ITIL principles
8. Identify operational trends and recommend process improvements to improve service efficiency and customer experience
9. Assist with onboarding, training, and professional development activities for Service Desk staff
10. Promote a culture of customer service, collaboration, accountability, and continuous improvement
11. Partner with operational teams across ITS and Enterprise Operations to support coordinated service delivery and communication
12. Support organizational and operational changes by helping staff adapt to evolving service models, technologies, and processes

Minimum Requirements:

• Associate’s degree in Information Technology, Business, or related field, or equivalent experience
• Three or more years of experience in service desk, call center, or service operations environments
• Supervisory or team leadership experience preferred
• Demonstrated written, verbal, and interpersonal communication skills
• ITIL v4 Foundation certification required within 9 months of hire

Preferred Qualifications:

• Bachelor’s Degree
• Experience in higher education or multi-service operational environments
• Experience with service management or call center operations
• Advanced ITIL or HDI certifications
• Experience with ITSM platforms (e.g., TeamDynamix, Service Now, or similar)

Knowledge, Skills, Abilities, and Worker Characteristics:

• Strong leadership, organizational, and customer service skills
• Ability to manage competing priorities in a fast-paced operational environment
• Strong communication and interpersonal skills across diverse stakeholder groups
• Experience monitoring operational metrics and supporting data-informed decision making
• Understanding of service desk operations, service delivery models, and ITIL-based practices
• Ability to foster a collaborative, inclusive, and service-oriented team culture
• Familiarity with tiered support models, escalation management, and knowledge-centered support practices

Working Conditions:

Typical office environment. Travel between campuses may be required. Occasional evening or weekend work may be necessary depending on project schedules.