Service Desk Supervisor - Hybrid

Overview

Genesis
10 is seeking a Service Desk Supervisor for a hybrid position with a major Insurance Company located in San Antonio, TX. This is a 6 month contract-to-hire opportunity. Compensation: $55-60 per hour W2, depending on skill and experience level.

• Directly supervise, coach, and mentor Service Desk Analysts, including overnight staff
• Support onboarding, training, scheduling, performance management, and professional development
• Oversee daily Service Desk operations including incident, request, and queue management
• Ensure accurate ticket logging, prioritization, documentation, and lifecycle management
• Monitor adherence to SLA, response times, resolution targets, and quality standards
• Serve as a primary escalation point for complex, high-impact, or sensitive issues
• Act as an escalation point for critical incidents and major service disruptions
• Drive shift-left initiatives to increase first contact resolution and reduce dependency on higher-tier teams
• Promote Knowledge-Centered Service (KCS) behaviors and KB contribution expectations
• Provide supervisory oversight for baseline User Access Management (UAM) activities
• Monitor and analyze Service Desk performance metrics and prepare operational reports
• Ensure Service Desk operations adhere to ITIL practices, company policy, and security requirements

• Bachelor's degree in Information Technology, Computer Science, or equivalent relevant experience
• Prior experience in a Service Desk or IT Support role, including escalation handling
• Demonstrated people leadership or supervisory experience
• Strong understanding of ITIL based service management
• Experience managing high volume, 24x7 support environments
• Excellent verbal and written communication skills
• Strong problem solving, organizational, and decision making abilities
• Experience working with ITSM platforms (e.g., Service Now)
• Leadership and accountability with operational discipline
• Strong customer focus and a continuous improvement mindset

• Associate's or Bachelor's degree in Computer Science or related field
• Certifications such as ITIL, CompTIA A , Network , Security , or Microsoft (MCSA/MCSE)
• Experience supporting executive users
• Experience leading or influencing shift-left initiatives
• Familiarity with identity and access support processes

• Access to hundreds of clients and opportunities
• Career guidance and support from a recruiting team
• Health benefits options and related programs
• Retirement plan options
• Paid leave where applicable
• Commuter benefits in select locations

Genesis
10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you have the described qualifications and are interested in this opportunity, please apply.