Sr Service Desk Supervisor

Vista Applied Solutions Group Inc; Detroit (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

A technology solutions provider in Detroit is seeking a Senior Service Desk Manager to lead their IT Service Desk team. This role focuses on delivering exceptional technical support and managing service delivery processes. The ideal candidate will have over 5 years in IT support, strong ITIL knowledge, and experience in team leadership. The position requires excellent communication skills and a track record of driving continuous improvement initiatives. Competitive compensation and benefits offered.

Qualifications

• 5+ years of experience in IT support roles.
• 10+ years in a leadership position.
• Proven experience managing large teams in a fast-paced environment.

Responsibilities

• Lead, mentor, and develop Service Desk staff.
• Oversee Incident and Problem Management processes.
• Monitor and analyze service desk metrics.

Skills

ITIL principles

ITSM frameworks

Data-driven decision-making

Communication skills

Project management

Education

Bachelor’s degree in Information Technology or related field

Tools

ITSM tools

Enterprise platforms

Job description

The Senior Service Desk Manager is responsible for leading the IT Service Desk team to deliver exceptional technical support and customer service across the organization. This role ensures adherence to IT Service Management (ITSM) best practices, drives continuous improvement, and fosters a culture of accountability and excellence.

Key Responsibilities

Leadership & Team Management

Lead, mentor, and develop Service Desk staff to achieve performance goals and maintain high morale.

Manage resource allocation, scheduling, and workload balancing to ensure timely resolution of incidents and requests.

Service Delivery & Process Management

Oversee Incident, and Problem Management processes to meet SLAs and improve service quality.

Implement and maintain ITIL-based processes for efficiency and compliance.

Drive continuous improvement initiatives and change management activities.

Technical Oversight

Ensure proper use of enterprise tools and platforms for troubleshooting and support.

Collaborate with engineering and infrastructure teams to resolve complex technical issues.

Reporting & Analytics

Monitor and analyze service desk metrics to identify trends and improve performance.

Prepare regular reports for leadership on service levels, team productivity, and customer satisfaction.

Stakeholder Engagement

Act as the primary liaison between IT and business units for service-related matters.

Communicate effectively with stakeholders to manage expectations and provide updates on critical incidents.

Required Qualifications

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

5+ years of experience in IT support roles, with at least 10 years in a leadership position.

Strong knowledge of ITIL principles and ITSM frameworks.

Proven experience managing large teams in a fast-paced environment.

Technical Expertise: ITIL, ITSM tools, incident/problem management, enterprise platforms.

Analytical Skills: Data-driven decision-making, KPI analysis, process optimization.

Communication: Strong verbal and written skills for stakeholder engagement and reporting.

Project Management: Ability to lead IT initiatives and manage timelines and budgets.