Supervisor Service Desk

Overview

Markel’s Service Desk is a critical component of the organization’s IT infrastructure, serving as the primary point of contact for users and customers who require assistance with IT‑related issues, inquiries, or service requests. We are seeking a skilled and motivated Service Desk Supervisor to oversee the day‑to‑day operations of the service desk and drive excellence in customer service, first‑call resolution (FCR), and overall performance.

• Oversee the day‑to‑day operations of the service desk, ensuring tickets and requests are handled promptly and effectively.
• Be onsite as required to provide direct oversight and support, fostering a positive work environment.
• Learn and effectively use new tools to streamline operations and assist the team in adopting them.
• Apply IT service management (ITSM) principles and ITIL best practices, aligning service desk operations with industry standards.
• Understand service desk metrics and KPIs, using them to manage daily performance and identify trends for improvement.
• Conduct regular reviews of incidents handled by the service desk, providing feedback to improve incident handling and service quality.
• Use dashboard systems to track key metrics and performance indicators.
• Assist with the development and implementation of initiatives to increase FCR rates and enable the team to handle more complex tasks.
• Monitor customer feedback, identify areas for improvement, and implement measures to enhance service quality.
• Collaborate with service management and other IT teams to ensure preparedness for IT issues, changes, and projects.
• Establish effective communication channels with internal stakeholders, ensuring smooth coordination and resolution of customer issues.
• Act as a liaison between the service desk and other departments, fostering strong working relationships and knowledge sharing.
• Participate in monthly service reviews to discuss performance, trends, and improvement opportunities.
• Supervise a team of service desk personnel, providing direction, support, and oversight.
• Assist the Service Desk Manager with recruitment, onboarding, performance evaluations, and career development.
• Foster a positive and inclusive work environment, encouraging teamwork, collaboration, and knowledge sharing.
• Provide regular feedback, coaching, and performance goal setting, addressing issues promptly and constructively.
• Support the professional growth of team members through mentoring and on‑the‑job training.
• Review staffing and scheduling models to ensure guaranteed coverage for the business.

• Experience supervising staff, leading teams, or coordinating day‑to‑day operational workflows in a service desk, help desk, call center, desktop support, or customer support environment.
• Experience supporting PC and Microsoft Windows environments, including analysis, diagnosis, installation, configuration, and troubleshooting of hardware, peripherals, and software.
• Working knowledge of ITIL/ITSM practices, ticket management, incident management, and service desk performance metrics.
• Knowledge of Service Now, including reporting using platform analytics and Service Operations Workspace.
• Experience applying process‑improvement methods (e.g., ITIL Continual Improvement Model, Six Sigma/DMAIC) to improve service delivery, workflow efficiency, and SLA performance.
• Experience managing priorities, coordinating operational initiatives, and presenting performance data and status reports.
• Demonstrated organizational, communication, collaboration, customer service, analytical, and problem‑solving skills.
• Ability to learn new tools and technologies quickly, adapt to evolving environments, and help team members adopt improvements.
• Ability to manage competing priorities in a fast‑paced environment while maintaining a customer‑focused approach.

Preferred qualifications include:

• Experience in a structured service desk or call center environment.
• Microsoft Certified IT Professional, CompTIA A+, or equivalent technical certification or training.
• ITIL, ITSM, Six Sigma, or related process‑improvement certification or training.
• Project management certification or training.
• Bachelor’s…