Service Desk Supervisor: Lead, Develop & Deliver IT Support

Dyopath

Athens, Northern (GA, KY)

Hybrid

USD 61,000 - 75,000

Full time

3 hours ago

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Benefits offered by this job

Medical, Dental, and Vision coverage

Life insurance

401(k) with company match

FSA and HSA options

Job summary

DYOPATH is seeking a Service Desk Supervisor to lead a team of service desk analysts, ensuring exceptional technical support and service delivery across client environments. This hands-on leadership role emphasizes coaching, SLAs, and continuous improvement to drive customer success.

The role requires 5+ years in technical support and leadership, ITIL/ITSM knowledge, and ServiceNow or BMC Helix experience. Travel between Georgia and North Carolina client sites is required; 1st shift EST,

Qualifications

Bachelor's degree in Computer Science, Information Systems, or related field.
HDI-SCA certification preferred.
5+ years in technical support, service desk.
5+ years of leadership or management experience.
Strong ITSM/ITIL knowledge; ServiceNow or BMC Helix experience.

Responsibilities

Lead and develop a service desk team to deliver exceptional technical support and customer service.
Define, maintain, and manage SLAs for service desk operations.
Ensure timely resolution of end-user issues and escalations.
Develop and maintain service desk policies, procedures, and documentation.
Manage service desk budgets, procurement, and resources.
Build strong relationships with internal customers, vendors, and stakeholders.
Prepare performance reports, metrics, and insights for leadership.
Support hiring, onboarding, training, and coaching of staff.
Lead cross-functional initiatives to improve service delivery.
Partner with IT teams to troubleshoot and resolve complex issues.