Service Desk Supervisor - Lead IT Support & Team Excellence

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

Benefits offered by this job

Health insurance

401(k) with employer match

PTO and holidays

Job summary

Markel is seeking a Service Desk Supervisor to lead daily service desk operations, ensuring prompt ticket handling and strong customer service. The role emphasizes ITIL/ITSM practices, first contact resolution, and improving day-to-day performance.

You will mentor staff, monitor KPIs, and collaborate with IT teams to implement new tools and processes, supporting onsite activities from the Richmond area.

Qualifications

• Experience supervising staff in a service desk, call center, or similar environment.
• Strong knowledge of ITIL/ITSM practices and incident management.
• Ability to learn new tools and drive improvements in FCR and service delivery.

Responsibilities

• Oversee day-to-day service desk operations and ticket handling.
• Be onsite as required to support the team and promote a positive work environment.
• Apply ITIL ITSM principles to ensure service desk operations meet industry standards.
• Monitor KPIs and use data to manage daily performance and drive improvements.
• Develop training programs with the Service Desk Leadership team.

Skills

Staff supervision

ITSM

ITIL practices

Ticket handling

Customer service

Education

Bachelor’s degree in related field

Tools

ServiceNow

Job description

Markel is seeking a Service Desk Supervisor to lead daily service desk operations, ensuring prompt ticket handling and strong customer service. The role emphasizes ITIL/ITSM practices, first contact resolution, and improving day-to-day performance.

You will mentor staff, monitor KPIs, and collaborate with IT teams to implement new tools and processes, supporting onsite activities from the Richmond area.