Service Desk Supervisor

Intratek Computer, Inc., an Irvine, California based company, was founded and incorporated in 1989 as a computer service, support, and networking firm to provide state‑of‑the‑art customized information technology solutions. From our many offices nationwide we have comprehensive experience providing IT support services, including hardware and software support, maintenance and repair, programming, networking, web design and development, and helpdesk implementation and management.

Intratek Computer, Inc. seeks a Service Desk Supervisor in Centennial, CO 80112.

• Service Desk Supervisor
• Onsite
• Schedule:
  
  Monday–Friday, 8:00 AM – 5:00 PM (Flexibility required for overtime and weekend coverage)
• Centennial, CO 80112
• Pay rate depends on experience
• Medical benefits
• Paid vacation
• Paid holidays

Intratek is seeking an experienced Service Desk Supervisor to lead day‑to‑day Service Desk operations supporting our Sierra Space contract. This role is hands‑on, highly visible, and critical to ensuring consistent, high‑quality IT support. The ideal candidate is a strong people leader, operationally disciplined, metrics‑driven, and prepared to step into the phone queue when business needs require.

• Lead and manage daily Service Desk operations to ensure efficient, reliable, and high‑quality user support.
• Monitor phone systems and ticket queues, maintaining coverage and responding proactively to call spikes.
• Oversee incident management, problem resolution, and request fulfillment.
• Escalate complex issues to appropriate technical teams to ensure timely resolution.
• Monitor Jira Service Management (JSM) queues and track service metrics.
• Supervise, coach, and support Service Desk technicians.
• Assign tickets, manage schedules, and monitor individual and team performance.
• Conduct weekly QA reviews for each team member, including documented coaching steps.
• Assist with hiring, onboarding, and training of Service Desk staff.
• Deliver training on JSM, CXone phone system, Active Directory, and Microsoft Configuration Manager.
• Own the creation and maintenance of all Knowledge Base documentation.
• Identify and implement process improvements to enhance efficiency and service quality.
• Develop and maintain Excel spreadsheets for reporting and metrics tracking.
• Be prepared to enter the phone queue during staffing shortages or periods of high call volume.

• Proven experience supervising or leading an IT Service Desk or Help Desk team.
• Strong knowledge of IT Service Desk operations and service delivery best practices.
• Experience with Jira Service Management or similar ticketing systems.
• Proficiency in Microsoft Excel, Word, and One Drive.
• Demonstrated ability to coach, mentor, and hold staff accountable.
• Ability to work extended hours, overtime, or weekends as operational needs require.

• Experience supporting government, aerospace, or high‑security contracts.
• Hands‑on experience with CXone, Active Directory, and Microsoft Configuration Manager.
• Strong analytical and metrics‑driven mindset.

Intratek Computer Inc. is an equal opportunity employer. "All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition."

Special preference will be given returning war veterans when hiring new employees in an attempt to recognize their service, sacrifice, and skills.