Service Desk Supervisor: Lead IT Support & ITIL Excellence

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

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.