Seasonal Service Desk Supervisor

The ATLAS Supervisor is responsible for overseeing Service Desk operations and ensuring end users receive timely, effective, and high-quality support. This role provides day-to-day leadership to technical support staff and manages processes related to the identification, prioritization, escalation, tracking, and resolution of end-user support requests.

The Supervisor is accountable for team performance, service quality, adherence to established service levels, and the overall customer experience. This role also analyzes support trends, identifies opportunities for improvement, and partners with leadership and cross-functional teams to address recurring issues and improve operational effectiveness.

The position requires flexibility to support seasonal business needs, including closing shifts, weekend coverage, and onsite work.

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.

Qualifications

• Minimum of 3 years of experience in a related field.
• Demonstrated 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.
• Strong understanding of organizational goals and the ability to align team activities with business objectives.
• Exceptional written and verbal communication skills.
• Strong interpersonal skills with an emphasis on active listening, questioning, coaching, and problem resolution.
• Strong documentation and organizational skills.
• Ability to…