Service Desk Supervisor

Title:
Service Desk Supervisor
Date:
October 02, 2026

Department:
24x7 Service Desk – Northeast Ohio

• We are building a 24x7 service desk from the ground up, and this person builds it. The Service Desk Supervisor owns the people, the processes, and the tools that make the desk run, while also working the queue and taking calls alongside the team.
• Today the desk is staffed by a variable mix of shared technicians. Over time we plan to grow a fully dedicated team, and this role will shape how that team is hired, trained, and measured. It suits a hands‑on leader who likes building structure where little exists yet: call scripts, escalation paths, SLAs, reporting, and a knowledge base that scales beyond the current documentation.
• This is a player-coach role: the Supervisor leads the team and its processes and also steps in on escalated issues directly. As the program adds dedicated staff, the role is expected to grow into a Service Desk Manager position.

• Primarily day shift supporting a 24x7 desk, with participation in an after‑hours escalation rotation and occasional off‑hours, weekend, or holiday work during major incidents or coverage gaps. Location is flexible, with a preference for in‑office presence.

• People leadership:
  Supervise service desk staff, including technicians who split their time between this desk and other billable work.
• People leadership:
  Build and maintain 24x7 coverage schedules across shared and dedicated staff, including shift handoffs, holiday coverage, and an on‑call escalation rotation.
• People leadership:
  Assign and balance the ticket queue in real time; step in on calls and tickets during peaks.
• People leadership:
  Onboard, train, and coach technicians on tools, process, call handling, and customer experience.
• People leadership:
  Run regular quality reviews of calls and tickets for accuracy, completeness, and professional communication, and give specific, actionable feedback.
• People leadership:
  Interview and hire service desk staff, conduct performance reviews, and handle corrective action with HR.
• People leadership:
  Plan the transition from a shared‑resource model to a dedicated team, including headcount and skills recommendations.
• Frontline support:
  Take inbound calls, chats, and tickets as a working member of the desk, resolving Tier 1 and Tier 2 issues.
• Frontline support:
  Serve as the primary escalation point for difficult technical issues and unhappy customers.
• Frontline support:
  Own major‑incident communication from the desk: user notifications, status updates, and handoff to engineering.
• Frontline support:
  Resolve escalated issues directly when needed, or route them to the right technical resource, and make sure every escalation is tracked, communicated, and closed out.
• Frontline support:
  Act as the point of contact for service quality concerns and customer feedback.
• Process and scripts:
  Design and document core service desk processes: intake, triage and prioritization, incident, request, escalation, and major incident.
• Process and scripts:
  Write call scripts, greeting standards, and troubleshooting flows so any technician delivers a consistent experience.
• Process and scripts:
  Define SLAs with leadership and enforce them in the ticketing platform.
• Process and scripts:
  Align incident, request, and problem management to ITIL practices at a level that fits a startup, without unneeded overhead.
• Knowledge base:
  Audit the existing IT Glue documentation and decide what to keep, rewrite, or retire.
• Knowledge base:
  Design a scalable knowledge base structure: templates, naming, ownership, review cycles, and search.
• Knowledge base:
  Build a habit of knowledge capture so every repeat issue becomes an article.
• Reporting and…