Supervisor, Service Desk

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.

• 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
• "You Pick a Day" paid holiday
• FSA and HSA options
• Pet insurance
• Additional benefits available;
  Full details available at

• Location: On-site (Athens, GA)
• 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

• 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

• 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
• ITIL Foundation certification preferred
• ITIL Practitioner certification preferred

• 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 Service Now 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…