Supervisor, Service Desk

Dyopath; Sanford (NC); On-site; USD 61,000 - 75,000; 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 delivering top-tier IT support across client environments. This hands-on leadership role focuses on coaching, SLA management, and service delivery excellence to drive customer success and team growth.

You will shape service delivery, mentor staff, and work with IT teams to resolve complex issues while advancing IT service management best practices in a dynamic, on-site setting.

Qualifications

• Bachelor's degree or equivalent experience in IT or related field.
• 5+ years in technical support, with 5+ years in leadership or management.
• Strong ITSM knowledge and ITIL framework exposure.
• Experience with ServiceNow or BMC Helix ITSM platforms.
• Proven ability to define SLAs and manage service delivery.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead, mentor, and develop a service desk team to deliver high-quality support.
• Define, maintain, and manage SLAs for service desk operations.
• Resolve end-user issues and escalations in a timely manner.
• Develop service desk policies, procedures, and documentation.
• Oversee budgets and procurement for tools and resources.
• Build relationships with internal customers, vendors, and stakeholders.
• Prepare performance reports and insights for senior leadership.
• Support hiring, onboarding, training, and coaching of staff.
• Lead cross-functional initiatives to improve service delivery.
• Collaborate with IT teams to troubleshoot complex problems.

Skills

ITSM

ITIL

Leadership

Communication

Stakeholder management

Coaching

Customer service

ServiceNow

BMC Helix

Education

Bachelor's degree in Computer Science / Information Systems 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

What You Bring to the Team as a Service Desk Supervisor

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 issues
• Excellent 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.