Description
Service Desk Supervisor – Contract to Full Time
Location: Onsite, split roughly 50/50 between Worcester, MA and Springfield, MA
About the role:
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’ll balance genuine check-ins with clear standards for ticket quality, documentation, and client communication. You will report to the Service Desk Manager.
Key responsibilities:
Coach and develop the team
- Hold weekly one-on-ones with each technician to discuss workload and provide support and feedback.
- Prepare for each meeting by reviewing the technician’s queue for workload balance, aging tickets and resource needs.
- Review recently completed tickets for quality, documentation standards, client communication and CSAT results.
- Document all performance reviews and provide written follow-up when feedback cannot be addressed in person.
- Partner with subject matter experts and team leads to assess trends, identify training needs, and plan for upcoming initiatives.
- Delegate responsibilities strategically to develop team members’ skills and promote growth.
Manage ticket flow
- Monitor the ticket board throughout the day for flow, workload balance, and urgent or unusual issues.
- Identify trends in similar incidents and escalate them as potential problems for root-cause analysis.
- Track aging tickets, determine why they have stalled, and help move them forward or assign the right resource.
- Support high-volume routine requests by creating response scripts and distributing bulk work.
Own quality and escalations
- Review escalations for adherence to standards and identify opportunities to resolve issues at the front line through improved documentation.
- Address gaps through targeted training on handling escalated work.
- Review new documentation for quality and consistency, providing edits and feedback as needed.
Client engagement
- Serve as the primary point of contact for escalated client issues, de-escalating concerns and driving them to resolution.
- Lead follow-up on negative CSAT feedback, including reviewing tickets, resetting expectations, and communicating improvements to the client.
- Meet regularly with the client service manager to review unresolved tickets and open problems, and develop plans for larger challenges and communications.
- Represent the team in client change management meetings.
Communication and reporting
- Keep the team informed of upcoming changes and encourage their engagement and support.
- Provide weekly updates to leadership on team performance, morale, successes, and areas for improvement.
Required Qualifications
- 3+ years in IT support or service desk roles, including at least 1 year as a team lead or supervisor on a technical service desk
- A supportive, coaching-focused leadership style, balanced with the ability to address performance issues directly
- Experience managing ticket queues and SLAs
- Strong client communication and de-escalation skills
- Strong written communication, including documentation standards
- Able to work onsite and travel between Worcester and Springfield, MA during the week
Preferred Qualifications
- Experience with ITSM/PSA ticketing tools such as ServiceNow or HaloPSA
- Experience with RMM tools
- Familiarity with incident, problem, and change management practices (ITIL Foundation a plus)
- MSP or client-facing support experience
- Experience using CSAT data to improve training and processes
- Formal leadership or management training
- Experience supporting a multi-site organization