Service Desk Supervisor: Lead with SLA & CX Excellence

Intuit, Inc.; Arizona; Hybrid; USD 75,000 - 110,000; Full time

Job summary

Intuit, Inc. in Arizona is seeking an ATLAS Supervisor to lead our Service Desk and ensure end users receive timely, high-quality support. You will provide day-to-day leadership to technical support staff and manage escalation, tracking, and resolution of requests.

This role focuses on SLAs, service quality, and the customer experience, with seasonal onsite requirements and weekend coverage. You will analyze trends, coach staff, and partner with cross-functional teams to drive continuous

Qualifications

• Minimum of 3 years of experience in a related field.
• Progressive experience supervising or leading a technical support, Help Desk, Service Desk, or similar customer support team.
• Proven experience managing Service Level Agreements (SLAs), support deliverables, and operational performance.
• Strong relationship management, coaching, and performance management skills.
• Demonstrated ability to motivate, develop, and direct team members.

Responsibilities

• Establish, monitor, and enforce Service Desk service level agreements (SLAs) and performance expectations to support timely and effective issue resolution.
• Analyze Service Desk performance, support trends, ticket data, and documented resolutions to identify problem areas and opportunities for improvement.
• Develop and recommend solutions that improve service quality, operational efficiency, and the end-user experience while reducing recurring issues.
• Identify trends and recurring problems and provide actionable insights to leadership and appropriate partner teams.
• Assist with hiring, onboarding, training, coaching, and development of Service Desk technicians.
• Ensure technicians are prepared to respond effectively to customer questions, concerns, and technical issues.
• Oversee the processing of incoming Service Desk contacts across supported channels to ensure courteous, timely, and effective resolution of end-user issues.
• Monitor daily operations, workload, staffing, and team performance to maintain appropriate service levels and coverage.
• Enforce established request-handling, documentation, escalation, and resolution policies and procedures.
• Monitor and validate fixes as appropriate to ensure issues have been adequately resolved.
• Prepare reports and analyze operational data to assist leadership with performance management, goal setting, and business decisions.
• Assess support trends to identify potential system, process, or configuration improvements and make recommendations to appropriate teams.
• Oversee the development, implementation, and administration of Service Desk training procedures, policies, and supporting documentation.
• Conduct weekly quality reviews of technician calls, chats, contacts, and ticket documentation to ensure adherence to quality and compliance standards.
• Provide timely, actionable coaching and feedback to technicians based on quality reviews, performance data, and observed behaviors.
• Foster a collaborative, customer-focused environment that promotes accountability, continuous improvement, and professional development.

Skills

Team leadership

SLAs management

Coaching & development

Customer service orientation

Communication skills

Job description

Intuit, Inc. in Arizona is seeking an ATLAS Supervisor to lead our Service Desk and ensure end users receive timely, high-quality support. You will provide day-to-day leadership to technical support staff and manage escalation, tracking, and resolution of requests.

This role focuses on SLAs, service quality, and the customer experience, with seasonal onsite requirements and weekend coverage. You will analyze trends, coach staff, and partner with cross-functional teams to drive continuous