Supervisor, Service Desk

Dyopath; Georgia; Hybrid; USD 68,000 - 86,000; Full time

Benefits offered by this job

Medical, Dental, and Vision coverage

Life insurance

401(k) with company match

FSA and HSA options

Job summary

DYOPATH is seeking a Service Desk Supervisor to lead a team of service desk professionals and drive high-quality technical support across client environments.

The role emphasizes coaching, process standardization, performance metrics, and collaboration with IT teams to improve service delivery. A Bachelor's degree in a related field is required, with HDI-SCA certification preferred.

Qualifications

• 5+ years of experience in technical support, preferably within a service desk environment.
• 5+ years in a leadership or management role.
• Strong knowledge of IT Service Management (ITSM) processes and frameworks, including ITIL.
• Experience with ITSM platforms such as ServiceNow or BMC Helix.
• Excellent written, verbal, and interpersonal communication skills.

Responsibilities

• Lead, mentor, and develop a team of service desk analysts to deliver exceptional technical support and customer service.
• Define, maintain, and manage Service Level Agreements (SLAs) for service desk operations.
• Ensure timely and effective resolution of end-user technical issues and escalations.
• Develop and maintain service desk policies, procedures, and technical documentation.
• Manage service desk budgets, including procurement and maintenance of tools, software, and resources.
• Build and maintain strong relationships with internal customers, vendors, and key stakeholders.
• Prepare and deliver performance reports, metrics, and service insights to senior leadership.
• Support hiring, onboarding, training, coaching, and performance management activities for service desk staff.

Skills

Technical leadership

Team development

ITSM/ITIL

Customer service

SLA management

Stakeholder management

Communication

Education

Bachelor's degree in CS/IS or related field

HDI Support Center Analyst (HDI-SCA) Certification

Tools

ServiceNow

BMC Helix

Job description

Join DYOPATH as a Service Desk Supervisor

Are you a passionate IT leader who thrives on developing high-performing teams, delivering exceptional customer experiences, and driving continuous service improvement?DYOPATH is looking for a Service Desk Supervisor to lead a team of service desk professionals while ensuring outstanding technical support and service delivery across the organization. As a Service Desk Supervisor, you'll have the opportunity to shape service delivery, develop future IT leaders, and influence how support is delivered across multiple client environments. This is a hands-on leadership role where your ideas, coaching, and operational expertise will directly impact customer success and team growth.

Why You'll Love Working Here

• Purpose with Passion – Join a company whose L.O.V.E. philosophy (Living Our Values Every Day) transforms everyday work into meaningful impact
• Growth & Development – Access certifications, training, and clear career paths
• Award-Winning Culture – Known for delivering outstanding IT services internally and externally
• Collaborative Environment – Work in a respectful, team-oriented setting where achievements are recognized
• Medical, Dental, and Vision coverage
• Life insurance
• 401(k) with company match
• FSA and HSA options
• Additional benefits available; Full details available at dyopath.com/careers

Role Overview

Travel Requirement: Regular travel between client locations within the assigned service area is required.

• Schedule: 1st Shift EST; Monday through Friday
• Pay Rate: $68,000 annually

Your Mission as a Service Desk Supervisor

• Lead, mentor, and develop a team of service desk analysts to deliver exceptional technical support and customer service
• Define, maintain, and manage Service Level Agreements (SLAs) for service desk operations
• Ensure timely and effective resolution of end-user technical issues and escalations
• Develop and maintain service desk policies, procedures, and technical documentation
• Manage service desk budgets, including procurement and maintenance of tools, software, and resources
• Build and maintain strong relationships with internal customers, vendors, and key stakeholders
• Prepare and deliver performance reports, metrics, and service insights to senior leadership
• Support hiring, onboarding, training, coaching, and performance management activities for service desk staff
• Lead and participate in cross-functional initiatives focused on service delivery and operational improvement
• Partner with other IT teams to identify, troubleshoot, and resolve complex technical issues
• Stay current on emerging technologies, industry trends, and IT service management best practices

Education & Certifications

Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent combination of education and relevant experience.

• HDI Support Center Analyst (HDI-SCA) certification preferred

Experience & Skills

• 5+ years of experience in technical support, preferably within a service desk environment
• 5+ years of experience in a leadership or management role
• Strong knowledge of IT Service Management (ITSM) processes and frameworks, including ITIL
• Experience with ITSM platforms such as ServiceNow or BMC Helix
• Strong problem-solving skills with the ability to diagnose and resolve complex technical issuesExcellent written, verbal, and interpersonal communication skills
• Strong leadership, coaching, and employee development capabilities
• Ability to manage competing priorities in a fast-paced environment
• Experience analyzing service desk metrics and driving operational improvements
• Strong stakeholder management and customer service orientation

Other Requirements

• Ability to pass a background check prior to hire
• Ability to work on-site at client facilities in Georgia and North Carolina

Why This Service Desk Supervisor Role Matters

As a Service Desk Supervisor, you will play a critical leadership role in ensuring the delivery of high-quality technical support while fostering a culture of accountability, collaboration, and continuous improvement. You will lead and develop a team of service desk professionals to maintain service excellence, achieve SLA commitments, and provide exceptional support experiences for end users. Your leadership will directly impact employee productivity, customer satisfaction, and the overall success of DYOPATH's IT service delivery operations.

Build Your Career

At DYOPATH, many of our leaders started as individual contributors. We invest heavily in certifications, leadership development, and career mobility to help our employees continue growing professionally.

Ready to Lead and Grow?

If you're passionate about developing people, improving IT service delivery, and making a meaningful impact for clients and teammates alike, we'd love to hear from you.

Equal Opportunity Employer

DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. For more information about DYOPATH, please visit our website at www.dyopath.com . The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

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