Lead Service Desk Supervisor

• Provide frontline leadership and operational oversight for the IT Service Desk
• Liaise between Service Desk operations, technology support teams, and business stakeholders
• Enable onboarding, enhancement, and support of systems, applications, and technology solutions
• Assess, establish, evaluate, and validate technical requirements
• Recommend alternatives and enhancements to technology solutions
• Research and help resolve production issues and defects
• Serve as the primary conduit between IT delivery functions and business functions
• Partner with Program Management on strategy, transformation, and operations plans
• Ensure readiness of scope, business goals, and objectives before project initiation
• Coach, mentor, and provide just-in-time training to team members
• Collaborate with IT architects on road maps and upgrade strategies
• Perform high-level technical analyses for pre-project and project topics
• Support Project Management and Practice leads with policy, procedures, and governance
• Participate in process improvement initiatives
• Serve as Voice of the Customer for the Analyst community
• Lead opportunities to improve Analyst efficiency and productivity
• Define business requirements for system functional specifications and scale systems, processes, and procedures
• Identify, measure, monitor, and control risks in accordance with risk and compliance policies

• Bachelor's degree; OR 4 years of relevant education and/or experience
• Proven experience leading frontline support teams in IT Service Desk, Help Desk, Technical Support, IT Operations, or Contact Center environments
• Experience managing daily operations, optimizing queue performance, and coordinating service restoration and escalations
• Expertise using ITSM platforms such as Service Now for incident, request, workflow management, reporting, and communications
• Experience monitoring backlog health, ticket aging, service levels, workforce productivity, and support workloads
• Experience gathering, documenting, and translating operational requirements into process, workflow, or technology improvements
• Strong analytical, problem-solving, facilitation, and stakeholder management skills
• Ability to communicate effectively with analysts, leadership, and business partners
• Understanding of system architecture, technology solution design, and end-user support processes
• Working knowledge of Agile, Waterfall, or other solution delivery methodologies
• Experience researching and resolving production issues, service-impacting incidents, and operational defects within SLA, OLA, and ITIL frameworks
• Preferred certifications include ITIL 4 Foundation, HDI Support Center Team Lead, HDI Supervisor, Agile, Scrum, or related certifications
• Must not require immigration support or visa sponsorship, including H-1B, TN, or STEM OPT Training Plans

Demonstrates expertise in IT Service Desk operations, including leadership, process improvement, and stakeholder management. Proficient in utilizing ITSM platforms like Service Now and applying methodologies such as Agile and ITIL to enhance service delivery and operational efficiency.

• IT Service Desk Leadership
• Service Now Expertise
• Operational Requirements Gathering
• Agile Methodology
• ITIL Framework Knowledge

• Technical Support
• Incident Management
• Workflow Management
• Process Improvement
• Risk Management
• System Architecture
• Service Level Agreements
• Operational Defect Resolution
• Queue Performance Optimization
• Stakeholder Management

• Analytical Skills
• Problem-Solving
• Facilitation
• Effective Communication
• Coaching and Mentoring

• ITIL 4 Foundation
• HDI Support Center Team Lead
• HDI Supervisor
• Agile Certification
• Scrum Certification

• IT Operations
• Help Desk
• Contact Center
• Service Restoration
• Production Issues
• Operational Workloads
• Business Stakeholders
• Project Management
• Governance
• Voice of the Customer

• ITSM Platforms
• Service Now
• Agile Tools
• Waterfall Methodology