Service Desk / Client Support – Supervisor, IT Service Desk
Job Description
Summary
This role oversees a virtual IT Service Desk team, ensuring high-quality customer support and adherence to service management practices. The supervisor manages daily operations, mentors team members, drives process improvements, and serves as a subject matter expert for ServiceNow to support testing, communication, and change management.
Key Responsibilities
- Supervise and mentor a virtual IT Service Desk team
- Manage daily operations and prioritize workloads
- Ensure outstanding customer service and support delivery
- Implement and maintain ITIL-based service management practices
- Collaborate with infrastructure and development teams on change initiatives
- Develop and deliver training for team members and end-users
- Serve as ServiceNow subject matter expert supporting testing and communication
- Drive process improvement and operational efficiency
Required Qualifications
- Associate degree or equivalent experience
- Three to five years of technical support experience
- ITIL Foundation Certification (v4.0)
- Familiarity with ACD call distribution, IBM mainframe, Windows Server, SCCM, Office 365, AS400, Active Directory, and remote support tools such as Bomgar
- Strong leadership skills and passion for process improvement
- CompTIA A+ certification preferred
Tech Stack
ServiceNow, Windows Server, SCCM, Office 365, AS400, Active Directory, Bomgar and remote support tools, IBM mainframe systems & ACD call distribution tools
Compensation & Benefits
Competitive compensation aligned with market standards.
Health benefits, PTO, remote flexibility (varies by client).
Work Schedule
Monday–Friday, flexible hours, occasional on-call (if applicable).
About the Client
Our client is a growing technology-focused organization committed to building scalable digital solutions.
Why Join the Team?
- This role offers a leadership opportunity to shape IT support operations, mentor a virtual team, and improve service delivery processes.
- You will play a critical part in elevating the support experience for end-users.
How to Apply
Submit your resume to people@ignitetalentpartners.com. Shortlisted candidates will be contacted.
