Service Desk Supervisor

Markel; Richmond (VA); On-site; USD 70,000 - 97,000; Full time

Benefits offered by this job

401(k) match

Employee Stock Purchase Plan

Paid time off

Holidays & floating holidays

Parental leave

Health, dental, vision insurance

Job summary

Markel is seeking a Service Desk Supervisor responsible for daily oversight of the service desk, ensuring high-quality customer support and efficient ticket handling. You will drive ITIL/ITSM best practices, monitor performance metrics, and lead the adoption of new tools to streamline operations.

The role emphasizes improving first call resolution, delivering superior service, and collaborating with the Service Desk Manager to guide a team of IT professionals in a fast-paced environment.

Qualifications

• Experience supervising staff in service desk environments.
• Experience supporting PC and Windows environments.
• Working knowledge of ITIL/ITSM practices and metrics.
• Familiarity with ServiceNow reporting and analytics.

Responsibilities

• Oversee day-to-day operations of the service desk.
• Improve first call resolution (FCR) and service delivery performance.
• Lead tool adoption and training for daily operations.
• Provide direct, hands-on oversight to the service desk team.

Skills

Supervising staff

Windows OS

ITIL/ITSM

ServiceNow

Process improvement

Performance data

Organizational skills

Learning new tools

Priority management

Education

Bachelor's degree

Tools

ServiceNow

Job description

What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it.

The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs. Join us and play your part in something special! The Markel Service Desk is a critical component of our organization's IT infrastructure. It serves as the primary point of contact for our users and customers who require assistance with IT-related issues, inquiries, or service requests. We are seeking a skilled and motivated Service Desk Supervisor to join our team and oversee the day-to-day operations of our service desk. The ideal candidate will have a solid background in service desk operations, ticket handling, and IT service management (ITSM) with a focus on ITIL best practices. The Service Desk Supervisor will play a key role in ensuring excellent customer service, increasing first call resolution (FCR), and improving day-to-day service desk performance. A core focus of this role is learning and effectively using our new tools to support and streamline daily operations. The Service Desk Supervisor reports to the Service Desk Manager and provides direct, hands-on oversight to the service desk team.

The Markel Service Desk is a critical component of our organization's IT infrastructure. It serves as the primary point of contact for our users and customers who require assistance with IT-related issues, inquiries, or service requests. We are seeking a skilled and motivated Service Desk Supervisor to join our team and oversee the day-to-day operations of our service desk. The ideal candidate will have a solid background in service desk operations, ticket handling, and IT service management (ITSM) with a focus on ITIL best practices. The Service Desk Supervisor will play a key role in ensuring excellent customer service, increasing first call resolution (FCR), and improving day-to-day service desk performance. A core focus of this role is learning and effectively using our new tools to support and streamline daily operations. The Service Desk Supervisor reports to the Service Desk Manager and provides direct, hands-on oversight to the service desk team.

Service Desk Supervisor

Department overview

Skills, knowledge and experience

Minimum Qualifications

• Experience supervising staff, leading teams, or coordinating day-to-day operational workflows in a service desk, help desk, call center, desktop support, or customer support environment.
• Experience supporting PC and Microsoft Windows environments, including analyzing, diagnosing, installing, configuring, and troubleshooting hardware, peripherals, and software.
• Working knowledge of ITIL/ITSM practices, ticket management, incident management, and service desk performance metrics.
• Knowledge of ServiceNow, including knowledge of Service Now reporting using platform analytics and Service Operations Workspace.
• Experience applying process-improvement methods, such as the ITIL Continual Improvement Model or Six Sigma/DMAIC, to improve service delivery, workflow efficiency, and SLA performance.
• Experience managing priorities, coordinating operational initiatives, and collecting, organizing, and presenting performance data, including status reporting.
• Demonstrated organizational, communication, collaboration, customer service, analytical, and problem-solving skills.
• Ability to learn new tools and technologies quickly, adapt to evolving environments, and help team members adopt process and service delivery improvements.
• Ability to manage competing priorities in a fast-paced environment while maintaining a customer-focused approach.

Additional Considerations

• Experience in a structured service desk or call center environment preferred.
• Microsoft Certified IT Professional, CompTIA A+, or equivalent technical certification or training preferred.
• ITIL, ITSM, Six Sigma, or related process-improvement certification or training preferred.
• Project management certification or training strongly preferred.
• Bachelor’s degree in a related field preferred; equivalent experience will also be considered.

#DEIB

US Work Authorization

US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.

Pay information:

The base salary offered for the successful candidate will be based on compensable factors such as job-relevant education, job-relevant experience, training, licensure, demonstrated competencies, geographic location, and other factors. The salary for the position is $70,000-$96,800 annually with a 15% bonus potential.

Who we are:

Markel Group (NYSE – MKL) a fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.

We’re all about people | We win together | We strive for better

We enjoy the everyday | We think further

What’s in it for you:

In keeping with the values of the Markel Style, we strive to support our employees in living their lives to the fullest at home and at work.

• We offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees’ needs at all stages of life.
• All full-time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.
• We also offer a 401(k) with employer match contributions, an Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, parental leave.

Markel is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of any protected characteristic. This includes race; color; sex; religion; creed; national origin or place of birth; ancestry; age; disability; affectional or sexual orientation; gender expression or identity; genetic information, sickle cell trait, or atypical hereditary cellular or blood trait; refusal to submit to genetic tests or make genetic test results available; medical condition; citizenship status; pregnancy, childbirth, or related medical conditions; marital status, civil union status, domestic partnership status, familial status, or family responsibilities; military or veteran status, including unfavorable discharge from military service; personal appearance, height, or weight; matriculation or political affiliation; expunged juvenile records; arrest and court records where prohibited by applicable law; status as a victim of domestic or sexual violence; public assistance status; order of protection status; status as a smoker or nonsmoker; membership or activity in local commissions; the use or nonuse of lawful products off employer premises during non-work hours; declining to attend meetings or participate in communications about religious or political matters; or any other classification protected by applicable law.

Should you require any accommodation through the application process, please send an e-mail to the [e-mail].