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Service Desk Supervisor 


Supervise the Support of Retail and Corporate Infrastructure by leading the Service Desk team.


  • Responsible for supervising the overall customer experience for field and internal IT services.
  • Monitor service ticket metrics and analytics to identify problems and/or trends.
  • Create technical documentation on problem resolution and build knowledge base capability
  • Enforce SLA adherence in the Service Desk and across the IT organization.
  • Notify IT Leadership of SLA adherence amongst the IT Groups.
  • Utilize industry standard KPIs to measure group performance.
  • Produce daily, monthly, quarterly and annual IT SLA reports
  • Review / revise Information Technology Service Management system workflows.
  • Oversee the appropriate dispatch of field and client technicians.
  • Supervise the appropriate escalation and notification of service tickets.
  • Schedule weekend and holiday support as needed on a rotating basis.
  • Perpetuate the positive “Face of IT” by providing high quality support to Company employees and business partners.
  • Ability to prioritize multiple assignments, meet strict deadlines, and work under pressure.
  • Help train Jr. Analyst(s) and assist with their growth.
  • Communicate with all levels of management for problem determination and resolution
  • Any other duties as assigned for the operation of the IT Department.


  • High school diploma or equivalent.
  • ITSM software knowledge, SNOW preferred.
  • Call center / Service Desk team management experience preferred.
  • Seven (7) or more years of technical experience working with Personal PC’s and Windows Operating Systems. 
  • A+ Hardware / Software and Microsoft Certifications preferred.
  • Current / continued enrollment in a College or Technical Program in pursuit of degree(s) or certificate(s) is preferable.
  • Strong troubleshooting skills in the following areas: Desktop Support, Networking, and Application Support.
  • Must be able to work independently and possess excellent verbal and written communication skills.
  • Knowledge of Microsoft Office Suite (Word, Excel, Outlook).
  • Knowledge of general office management duties.
  • Confidentiality, integrity, accuracy and problem solving required.


  • Valid Driver License with a clear driving record.
  • ITIL foundation is recommended


Application Procedures

To apply for this position please submit your application using our online job portal.