Service Desk Supervisor

## Join a team of proud, passionate, and caring people that together share their diverse talents and backgrounds to serve our members and grow the game of golf. Being at the PGA of America means you are supported, respected, and appreciated for your contributions.

This isn’t your average service desk job. You’ll be at the heart of a world-class organization, working with a modern tech stack, leading a small but mighty team, and getting involved in everything from automation to event support. If you’re a natural leader, a customer service champion, and someone who’s always looking for the next opportunity to learn and grow, we want to meet you.
**** RESPONSIBILITIES (Specific areas of responsibility include but are not limited to):
****** Lead & Inspire
*** Supervise, mentor, and empower a Service Desk Analyst and Technician, plus oversee a third-party Tier 0/1 help desk.
* Foster a collaborative, inclusive, and high-performing team culture where people love to follow your lead.
** Own Service Desk Operations
*** Manage day-to-day support for all things tech—email, tickets, chat, phone, and walk-ups.
* Create, implement, and support Service Level Agreements (SLAs) to ensure timely, high-quality service.
* Keep ticket queues moving, documentation sharp, and processes running smoothly.
** Be the Go-To Problem Solver
*** Serve as the escalation point for complex (Tier
3) technical issues—hardware, software, network, AV, and more.
* Jump in on Tier 1 and 2 tickets as needed, and coach your team to new heights.
* Administer and optimize key systems:
Okta, Google Workspace, Intercom, Asana, Slack, Mosyle, Ninja

RMM, and more.
** Drive Proactive Solutions
*** Spot trends, recurring issues, and opportunities for improvement before they become problems.
* Use root cause analysis to fix issues at their source and prevent them from coming back.
* Research, propose, and implement automation and workflow enhancements.
** Lead Projects
*** Take the reins on technical projects from start to finish—planning, execution, documentation, and cross-team collaboration.
* Manage inventory and deploy devices for staff and events using RMM and MDM tools.
** Support the Action
*** Coordinate with the Event Technology Product Manager to ensure seamless tech support during championship and travel seasons.
* Travel up to 10% to support off-site events and championships—be where the action is!
** Champion Customer Service
*** Set the gold standard for customer service—professional, empathetic, and solutions-focused.
* Train and coach your team in best practices, ensuring every user walks away satisfied.
** Live Our Values
*** Contribute to a respectful, inclusive, and values-driven environment.
* Embody the PGA’s commitment to learning, growth, and continuous improvement
**** INCLUSION:
**** Employees are expected to contribute to a respectful and inclusive team environment by welcoming and respecting others’ beliefs, backgrounds, identities, abilities, and individuality to help ensure a supportive and engaging experience for Association Members, partners, customers, and guests. PGA of America respects the uniqueness of each employee and offers everyone the means to find their place and thrive.
**** SHARED VALUES:
**** Embody the organization's shared values and help ensure the organization's values-based culture thrives by proactively identifying and addressing any shared values, challenges and opportunities you are experiencing.
**** SUPERVISION:
**** This is a supervisory position responsible for the performance management and hiring of employees within the department.  
**** FINANCIAL RESPONSIBILITY:
**** Assist with the development of the annual budget for the Technology Services department.
***
* EDUCATION AND EXPERIENCE:

**** Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent combination of education, training, and experience).3 years of experience in a technical support or service desk environment, with at least 1 year in a supervisory or lead role.

Experience with service desk/ticketing systems (e.g., Intercom, Asana) and identity management tools (e.g., Okta).Experience…