Service Desk Supervisor

Prime System Solutions; Waltham (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

Prime System Solutions is seeking an experienced Service Desk Supervisor to oversee the daily operation of our Service Desk, ensuring timely responses, high-quality ticket handling, and SLA adherence. This hands-on leadership role works closely with the Director of IT & Operations to translate priorities into actionable plans.

The successful candidate will supervise engineers, manage escalations, and drive continuous improvement in customer service and operational performance, including

Qualifications

• 3–5 years of experience in a Help Desk/Service Desk/MSP environment.
• 1 year or more of supervisory or team lead experience.
• Hands-on experience with Microsoft 365, Azure, Entra ID, and Windows 10/11 endpoints.
• Strong written and verbal communication skills; proven problem-solving ability.
• Ability to work onsite in Waltham, MA.

Responsibilities

• Oversee daily Service Desk operations, KPI tracking, and SLA/SLO compliance.
• Lead and mentor Service Desk engineers; conduct performance feedback and quarterly reviews.
• Serve as primary escalation point for complex incidents; manage P1/P2 incidents and post-incident reviews.
• Provide hands-on support for escalated technical tickets across M365, Azure, Entra ID, and Windows endpoints.
• Ensure high-quality customer interactions and drive continuous improvement in service delivery.
• Maintain knowledge base documentation and SOPs; propose workflow automations and tooling enhancements.
• Prepare and present weekly Service Desk performance reports; communicate risks and action plans.

Skills

Microsoft 365

Azure

Entra ID

Windows 10/11

Team Leadership

Customer Service

Tools

Autotask

IT Glue

Kaseya VSA

Job description

We are seeking an experienced Service Desk Supervisor to oversee the day-to-day performance and operational effectiveness of our Service Desk team.

This is a hands-on leadership role responsible for service delivery, queue management, SLA/SLO performance, ticket quality, incident response, team development, and operational reporting.

The successful candidate will work closely with the Director of IT & Operations, translating strategic priorities into daily execution while ensuring accountability, efficiency, and high-quality customer service.

The role requires a strong technical background combined with proven supervisory skills. The individual will lead the team, provide technical guidance, step into escalated tickets when necessary, and maintain clear visibility into operational performance, risks, and improvement opportunities.

Key Responsibilities:

1. Daily Operations & SLA Ownership

• Monitor and manage Service Desk ticket queues throughout the day, ensuring response and resolution targets are consistently met.
• Conduct daily team standups, establish priorities, assign responsibilities, and remove operational blockers.
• Lead aging-ticket reviews and ensure every outstanding ticket has a clear owner, next action, and follow-up date.
• Identify recurring technical issues and ticket reopening patterns, driving permanent resolutions.
• Monitor key performance indicators, including first-contact resolution, backlog, customer satisfaction, and response times.
• Ensure compliance with Service Level Agreements (SLAs) and Service Level Objectives (SLOs).

2. Team Leadership & Development

• Supervise, coach, and mentor Service Desk engineers while establishing clear performance expectations.
• Review tickets for quality and provide timely, constructive feedback.
• Conduct weekly individual team check-ins and contribute to annual performance reviews.
• Establish SMART goals and monitor individual and team performance.
• Delegate responsibilities effectively while developing the technical capabilities of team members.
• Provide direct and constructive feedback and collaborate with leadership on formal corrective actions when necessary.
• Lead onboarding and technical training for new hires.
• Promote knowledge sharing, security awareness, and professional certification development.

3. Escalations & Incident Management

• Serve as the primary escalation point for complex, high-impact, and unresolved technical issues.
• Own Priority 1 (P1) and Priority 2 (P2) incidents from identification through resolution.
• Act as Incident Lead during major service disruptions.
• Ensure incidents are accurately classified, prioritized, and routed to the appropriate teams, including Centralized Services, Professional Services, or Technical Account Management (TAM).
• Maintain clear and timely communication with customers and internal leadership throughout incident resolution.
• Ensure proper incident documentation and post-incident closeout.

4. Hands-On Technical Leadership

• Support escalated technical tickets alongside the team, particularly across Microsoft 365, Azure, Entra ID, and Windows 10/11 endpoints.
• Provide technical guidance on identity and access management, endpoint management, alerts, and email security tools.
• Step in to provide technical and onsite support when workload or staffing requirements demand it.
• Maintain strong technical knowledge to support troubleshooting and escalation activities.

5. Customer Experience & Service Delivery

• Ensure all customer interactions meet high standards of professionalism, ownership, and communication.
• Support customer service reviews in coordination with Customer Success and Technical Account Management teams.
• Follow up on negative customer feedback and drive appropriate corrective actions.
• Ensure the team follows established service delivery standards.
• Enforce Service Desk scope policies and route additional work requests to the appropriate teams.

6. Process, Knowledge & Continuous Improvement

• Maintain accurate and up-to-date knowledge base articles, procedures, and troubleshooting guides.
• Manage and maintain Service Desk documentation within IT Glue and Autotask.
• Recommend workflow, automation, and tooling improvements to enhance operational efficiency.
• Maintain Standard Operating Procedures (SOPs) and ensure consistent team compliance.
• Identify opportunities to improve ticket handling, service quality, and internal processes.
• Coordinate with Centralized Services to delegate appropriate technical and operational activities.

7. Reporting & Leadership Collaboration

• Serve as the operational extension of the Director of IT & Operations, providing visibility into Service Desk performance, risks, and technical skill gaps.
• Prepare and deliver weekly Service Desk performance reports for leadership.
• Report on SLA performance, ticket volume, aging tickets, ticket quality, customer satisfaction, and staffing capacity.
• Translate leadership priorities into actionable daily Service Desk activities.
• Identify and communicate operational risks before they affect customers or business operations.
• Support resource planning, recruitment input, and technical interviews for Service Desk positions.

Operational Ownership & Accountability

The Service Desk Supervisor will be directly accountable for the following operational deliverables:

• Queue Health: Ticket prioritization, assignment, workload distribution, and resolution tracking.
• SLA/SLO Compliance: Monitoring response and resolution targets, identifying misses, and implementing corrective actions.
• Ticket Quality: Ensuring proper documentation, troubleshooting notes, root cause identification, validation, customer communication, and prevention measures.
• Team Standups: Managing daily meetings, assignments, action logs, and follow-through.
• Incident Management: Ensuring clear incident ownership, communication, escalation, and resolution.
• Team Performance: Conducting regular individual check-ins, coaching, and performance monitoring.
• Coverage & Capacity: Managing schedules, onsite and remote coverage, workload distribution, and staffing recommendations.
• Knowledge Management: Maintaining current documentation, procedures, and troubleshooting resources.
• Onboarding & Offboarding: Ensuring accounts, equipment, and software are provisioned or removed accurately and on time.
• Reporting: Providing regular operational reports with performance trends, risks, and recommendations.

Decision-Making Authority

The Service Desk Supervisor will have the authority to make day-to-day operational decisions, including:

• Ticket prioritization, assignment, and workload distribution.
• Escalation routing and incident ownership.
• Daily coverage and schedule adjustments.
• Team coaching, feedback, and process improvements.
• Daily standup structure and ticket quality standards.
• Knowledge base priorities and operational workflow improvements.

The following matters will be escalated to the Director of IT & Operations for approval or guidance:

• Staffing changes, new hires, and role changes.
• Formal disciplinary actions or employee termination.
• Customer credits, SLA exceptions, and contractual matters.
• Budget approvals, tooling purchases, and new service offerings.
• Significant operational risks affecting major customers or business operations.

• 3–5 years of experience in a Help Desk, Service Desk, or Managed Service Provider (MSP) environment.
• At least 1 year of experience in a supervisory or team lead position.
• Strong hands-on experience with Microsoft 365, Azure, Entra ID, and Windows 10/11 endpoints.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, and DHCP.
• Experience working with ticketing systems and analyzing queue performance, SLA metrics, and customer satisfaction reports.
• Proven ability to lead, coach, and hold a technical team accountable.
• Excellent written and verbal communication skills.
• Strong technical documentation and organizational skills.
• Ability to remain calm, organized, and decisive during major incidents.
• Ability to work onsite in Waltham, Massachusetts.

Preferred Qualifications:

• Experience with Autotask, IT Glue, and Kaseya VSA or similar platforms.
• Previous experience as a Senior Service Desk Engineer or Escalation Engineer.
• Familiarity with ITIL practices and cloud technologies.
• Experience with endpoint management and email security tools.
• Experience supporting regulated or compliance-sensitive customer environments.
• Experience preparing operational reports and managing Service Desk KPIs.