Service Desk Supervisor

Vaco; Sarasota (FL); Hybrid; USD 85,000 - 90,000; Full time

Benefits offered by this job

Company Benefits

HSA option

401k

PTO: 2 weeks to start

Job summary

Vaco is seeking a Service Desk Supervisor to lead a 4-person service desk team and oversee daily operations across clinic and office environments. The role blends in-office presence with remote work, supporting hybrid operations and ITIL-aligned processes.

Key duties include scheduling, incident management, and escalation handling for Microsoft 365, Entra ID, Intune, and MFA, ensuring SLA adherence and high customer satisfaction. Candidates should have strong leadership and ITSM experience.

Qualifications

• Associates Degree or higher.
• 2 years as leading or supervising a service desk team.
• 5+ years ITSM/ITIL.
• M365.

Responsibilities

• Oversee daily Service Desk operations, including scheduling, ticket assignments, workload distribution, and staff coverage.
• Manage service requests, ensuring timely resolution, accurate documentation, appropriate prioritization, and SLA compliance.
• Provide hands-on Tier II support and escalation for endpoints, authentication, Microsoft 365, Entra ID, Intune & MFA.
• Coordinate business application issues with internal teams, application owners, and vendors.
• Identify major incidents and coordinate escalations across infrastructure, security, network, and application teams.

Skills

Leadership

ITSM/ITIL

M365

Education

Associate's Degree or higher

Tools

M365

Job description

Service Desk Supervisor

Location: 2 days in Sarasota office, 3 days remote

Industry: Healthcare

Compensation: $85,000-90,000 + 5% yearly bonus

Company Benefits, HSA option, 401k

PTO: 2 weeks to start

Reports to: Director, ITSM

Team: leads a 4 person service desk team

Overview:

Full-time working supervisor responsible for daily Service Desk operations supporting the Company's clinics and business offices.

Provides operational oversight while handling technical escalations and ensuring service quality, ticket accountability, and staff coverage.

Service Desk Operations & IT Support:

• Oversee daily Service Desk operations, including scheduling, ticket assignments, workload distribution, and staff coverage.
• Manage service requests, ensuring timely resolution, accurate documentation, appropriate prioritization, and SLA compliance.
• Provide hands-on Tier II support and escalation for endpoints, authentication, Microsoft 365, Entra ID, Intune & MFA
• Coordinate business application issues with internal teams, application owners, and vendors.
• Identify major incidents and coordinate escalations across infrastructure, security, network, and application teams.

ITIL, ITSM & Reporting:

• Apply ITIL best practices across incident, request, escalation, and knowledge management processes.
• Ensure consistent execution of IT Service Management (ITSM) practices and workflows
• Monitor and report on SLAs, ticket backlog, first-contact resolution, escalations, and customer satisfaction.

Requirements:

• Associates Degree or higher
• 2 years as leading or supervising a service desk team
• 5+ years ITSM/ITIL
• M365