Client Services Supervisor

Location / Remote: Hybrid in Kissimmee, FL (minimum 3 days per week onsite).

Employment Type: Contract-to-Hire 

Benefits (Upon Conversion to Direct Employment):

• Florida Retirement System (FRS) retirement benefits, including employer contributions
• 100% employer paid Medical, dental, and vision insurance
• Employer-paid life insurance coverage
• Short-term and long-term disability insurance provided at no cost
• Paid vacation, sick leave, holidays, and a floating holiday
• Professional development and tuition reimbursement opportunities, subject to eligibility
• Comprehensive benefits supporting long-term stability and employee well-being

Compensation: up to $89,0000 annually upon conversion, depending on qualifications.

This Client Services Supervisor role leads day-to-day IT Service Desk and end-user support operations to ensure reliable, measurable service for the business. Success is defined by meeting SLA targets, improving KPIs through disciplined ITIL practices, and resolving escalations with clear stakeholder communication. You will supervise and develop support staff while driving process, reporting, and service improvement initiatives.

Responsibilities:

• Lead daily Service Desk and field/desktop support operations, ensuring incidents, requests, and escalations are triaged, assigned, and resolved within defined SLAs.
• Supervise, schedule, coach, and evaluate Service Desk and Field Services technicians; set expectations, provide feedback, and support skill development and performance improvement plans.
• Drive ITIL-aligned execution of incident, problem, and change management practices, including ticket quality standards, root-cause follow-up, and operational controls.
• Monitor team KPIs and trend data; develop and deliver operational reports that highlight performance, risks, backlog health, and improvement opportunities.
• Manage customer-facing escalations and complaints; communicate status and outcomes to stakeholders and coordinate resolution across technical teams and business partners.
• Develop and refine support processes, knowledge practices, and standard operating procedures to improve consistency, first-contact resolution, and customer experience.
• Manage supported-device asset inventory practices and vendor coordination; track lifecycle needs and support operational continuity for end-user computing.
• Coordinate client services projects and service improvement initiatives; identify risks, define milestones, and drive actions to completion with measurable outcomes.
• Provide technical direction for enterprise desktop and end-user support work across multi-platform environments, including Microsoft technologies and common infrastructure/application dependencies.

Required Skills:

• 5+ years of progressively responsible technology experience with deep practical knowledge of IT Service Desk and end-user support operations.
• 2+ years of experience tracking and monitoring performance of Service Desk or Field Services technicians, including supervising, scheduling, coaching, developing, and evaluating support staff and desktop service teams.
• Practical knowledge of ITIL and IT service management best practices, including incident, problem, and change management, request handling, and operational service controls.
• Experience monitoring Service Level Agreements (SLAs), measuring performance through KPIs and trends, producing operational reporting, and driving service quality improvements.
• Proven ability to manage customer-facing IT escalations and business relationships, communicate clearly with stakeholders, and coordinate resolution across technical and business teams.
• Experience developing support processes and operational controls, managing supported-device asset inventories and vendors, and coordinating projects, risks, and service improvement initiatives.
• Broad technical fluency in enterprise desktop/end-user support and multi-platform environments, including familiarity with Microsoft technologies and common infrastructure/application support concepts sufficient to direct technicians and coordinate technical work.

Preferred Skills:

• Bachelor’s degree in Computer Science or a related field, or an equivalent combination of education, certifications, training, and relevant experience.