Service Desk Supervisor: Lead ITIL‑Driven Support

Central Piedmont Community College; Charlotte, Northern (NC, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Central Piedmont Community College seeks a Service Desk Supervisor to oversee daily operations of the centralized Service Desk within Enterprise Business Operations. You will supervise frontline staff, coordinate staffing, and ensure consistent, customer-focused support across campuses.

The role requires strong leadership, ITIL knowledge, and experience in service operations. You will promote continuous improvement and partner with ITS and Enterprise Operations to deliver coordinated service

Qualifications

• Associate degree or equivalent experience in IT/Business or related field.
• 3+ years in service desk, call center, or service operations environments.
• ITIL v4 Foundation certification required within 9 months of hire.
• Supervisory or team leadership experience preferred.

Responsibilities

• Provide direct supervision, coaching, and daily operational oversight of Service Desk staff.
• Coordinate staffing schedules, workload balancing, and queue management across campuses and areas.
• Support a centralized intake model for operational services with standardized triage and escalation processes.
• Monitor service desk performance metrics: response times, resolution times, SLAs, call performance, customer satisfaction.
• Ensure timely escalation and coordination of high-impact or unresolved issues with operational support teams.
• Assist in developing and maintaining standardized service desk procedures, workflows, and knowledge management practices.
• Support ITIL-aligned service management practices and continuous improvement.
• Identify operational trends and recommend process improvements to increase efficiency and customer experience.
• Assist with onboarding, training, and professional development for Service Desk staff.
• Promote a culture of customer service, collaboration, accountability, and continuous improvement.
• Partner with ITS and Enterprise Operations teams to support coordinated service delivery and communication.
• Support organizational changes by helping staff adapt to evolving service models, technologies, and processes.

Skills

Leadership

Priority management

Communication

Metrics monitoring

ITIL knowledge

Escalation management

Knowledge-centered support

Education

Associate degree in IT/Business or related field

Bachelor's degree preferred

Tools

TeamDynamix

ServiceNow

Job description

Central Piedmont Community College seeks a Service Desk Supervisor to oversee daily operations of the centralized Service Desk within Enterprise Business Operations. You will supervise frontline staff, coordinate staffing, and ensure consistent, customer-focused support across campuses.

The role requires strong leadership, ITIL knowledge, and experience in service operations. You will promote continuous improvement and partner with ITS and Enterprise Operations to deliver coordinated service