Service Desk Supervisor

Stellix; Foxborough (MA); On-site; USD 52,000 - 58,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Flexible Spending or Health Savings

Unlimited Vacation Time

Paid Holidays

Paid Birthing Leave (12 weeks)

Pet Insurance

401(k) + ESOP

Referral Bonus

Professional Development Reimbursement

STDis + LTD + Life Insurance

Job summary

Stellix is seeking a Service Desk Supervisor to lead the service desk team at our Foxborough, MA location. You will guide and coach staff, handle escalations, and own IT projects within the group.

This role emphasizes hands-on support, catalog expansion, and process improvement to drive operational excellence. The ideal candidate has 5+ years in IT support with 2+ years in supervision, strong Microsoft Office skills, and a track record of improving IT processes.

Qualifications

• 5+ years in an IT support role
• 2+ years supervisory or team lead experience
• Associates Degree in a related technical discipline, or equivalent combination of education, certifications or training
• Fast learning curve when learning new things
• Ability to research and problem solve issues encountered for the first time
• Must be well versed in all Microsoft Office programs and Office 365
• Familiar with installing, configuring and troubleshooting Windows 11 operating systems
• Calm under pressure and ability to communicate clearly with end users
• Experience running a service desk (ITSM) platform

Responsibilities

• Provide daily support to the service desk team through guidance and coaching and technical support. (approx 50% of time)
• Improve and increase the service desk catalog offering
• Support the IT Manager in ongoing projects and initiatives. (approx 50%)
• Work to improve IT processes and procedures and checklists using thorough documentation practices.

Skills

IT support

Leadership

Troubleshooting

Documentation

Communication

Education

Associates Degree in related technical discipline

Tools

Microsoft Office

Office 365

Windows 11 configuration

ITSM platform

Job description

Stellix helps organizations in the life sciences and other critical industries connect strategy, systems, and teams so they can turn digital and AI investments into measurable operational results. Join our team as we design, implement, and govern the adaptive operating models that produce outcomes that matter to our clients and the communities they serve.

The Role

Stellix is currently looking for a Service Desk Supervisor who will oversee the service desk staff and operations. They will provide guidance and coaching to the service desk staff and act as an escalation point for larger scale issues. The role is also responsible for participating and taking ownership over various IT projects that are ongoing within the group.

How You’ll Be Successful

• Self-Motivated
• Highly detail and process oriented
• Solid technical skills & problem solving/troubleshooting abilities
• Ability to multi-task under pressure
• Passion for excellence

What You’ll Do

• Provide daily support to the service desk team through guidance and coaching and technical support. (appx 50% of time)
• Improve and increase the service desk catalog offering
• Support the IT Manager in ongoing projects and initiatives. (appx 50%)
• Work to improve IT processes and procedures and checklists using thorough documentation practices.

What You’ll Bring

• 5+ years in an IT support role or equivalent experience
• 2+ years of supervisory or team lead experience
• Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
• Fast learning curve when learning new things.
• Ability to research and problem solve issues encountered for the first time.
• Must be well versed in all Microsoft Office programs and Office 365
• Familiar with installing, configuring and troubleshooting Windows 11 operating systems
• Calm under pressure and ability to communicate clearly with end users.
• Experience running a service desk (ITSM) platform

Preferred Qualifications

• A+ and Network+ certifications
• Active Directory (AD) management experience
• Computer / laptop imaging experience (Intune)
• Experience using a help desk / remote support (RMM) management platform.
• Experience with network printers and file shares.
• Willingness to occasionally work off-hours and/or weekends occasionally to support IT issues or projects.

Here’s What You’ll Get

• Highly competitive Medical, Dental, and Vision Insurance
• Flexible Spending or Health Savings Accounts
• Unlimited Vacation Time
• 10 Paid Holidays
• 12 Paid Weeks Paid Birthing Parent Leave
• Pet Insurance
• Retirement Savings: 401(k) and Employee Stock Ownership Plan
• Employee Referral Bonus
• Professional Development Reimbursement
• Company Paid STD, LTD, and Life Insurance

Compensation:

This position offers a base salary range of $38.00/hr to $42.00/hr. The posted salary range represents a good faith estimate of the expected compensation for this role at the time of posting. Final compensation will be determined based on factors such as relevant experience, skills, qualifications, internal equity, and business needs.

On-Site Requirements

This position requires a full on-site presence 5 days per week during the first 4–6 months. Following that period, the role will be on-site four days per week, including Monday, Wednesday, and Thursday, with the fourth on-site day alternating between Tuesday or Friday depending on business needs.

Must be currently authorized to work in the United States.

Policy on Third-Party Unsolicited Resume Submissions: Please note that any third-party unsolicited resume submissions will immediately become the property of Stellix. Stellix will not pay any fee to a submitting employment agency, person, or entity unless a signed agreement is established.

Please Note: Stellix is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by law.