Service Desk Supervisor

We are hiring an onsite Service Desk Supervisor to lead a technical service desk team supporting a large, multi-site client. This person coaches technicians, keeps the queue moving, raises service quality, and represents the team with the client.

This is a people-first leadership role. You need to be technical enough to review a technician's work and suggest a better approach, while keeping a big-picture view of the team. You will report to the Service Desk Manager.

• Coach and develop technicians through regular 1:1s, ticket reviews, and constructive feedback
• Monitor the ticket queue to keep work moving, balance workloads, and resolve stale or urgent issues
• Spot recurring issues and drive fixes through better documentation, scripts, and training
• Own escalations and client concerns, de-escalating issues and following up to close the loop on customer feedback
• Represent the team in client meetings, including ticket reviews and change management
• Keep the team informed of changes and support their growth through delegation
• Keep leadership informed on team performance, morale, and emerging trends

• At least 1 year as a team lead or supervisor on a technical service desk
• Background as a service desk technician or engineer, with enough technical depth to review tickets and coach on better approaches
• A supportive, coaching-focused leadership style, balanced with the ability to address performance issues directly.
• Strong communication
• Able to work onsite and travel between Worcester and Springfield, MA during the week

• Experience with ITSM/PSA ticketing tools such as Service Now or HaloPSA
• Experience with RMM tools
• Familiarity with incident, problem, and change management practices
• Formal leadership or management training
• Experience supporting a multi-site organization