Overview
On Site
USD 55.90 - 70.00 per hour
Full Time
Skills
Operational Excellence
Escalation Management
Process Improvement
Service Level
Auditing
Training
Mentorship
People Management
Documentation
Collaboration
Service Desk
Team Leadership
Communication
Team Management
Customer Engagement
Scheduling
Critical Thinking
Conflict Resolution
Problem Solving
Customer Relationship Management (CRM)
Management
Microsoft Office
Microsoft Excel
ITIL
Service Management
Leadership
Technical Support
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
A Robert Half client is seeking an experienced Support Team Supervisor to lead and manage a team of service desk professionals. This role ensures support requests are resolved efficiently while maintaining high-quality service and operational excellence. The ideal candidate is skilled in team mentorship, escalation management, and process improvement, and is comfortable performing both leadership and hands-on technical responsibilities.
Key Responsibilities:
Service & Queue Management:
Escalation Handling:
Team Leadership & Training:
Client Documentation & Relations:
On-Site Support:
Administrative & Additional Duties:
Requirements
Qualifications:
Preferred Skills & Certifications:
Work Environment:
This is a hybrid role requiring on-site support at the South San Francisco location, as well as remote and office-based leadership tasks. Availability for occasional after-hours support or client meetings may be required.
If you're a motivated leader with expertise in IT support operations and a passion for delivering exceptional service, we look forward to hearing from you!
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
A Robert Half client is seeking an experienced Support Team Supervisor to lead and manage a team of service desk professionals. This role ensures support requests are resolved efficiently while maintaining high-quality service and operational excellence. The ideal candidate is skilled in team mentorship, escalation management, and process improvement, and is comfortable performing both leadership and hands-on technical responsibilities.
Key Responsibilities:
Service & Queue Management:
- Monitor service queues continuously to ensure response and resolution times meet Service Level Objectives (SLOs) and Service Level Agreements (SLAs).
- Conduct process audits and ensure team adherence to procedures to optimize efficiency and service quality.
Escalation Handling:
- Serve as the primary point of contact for handling escalations and coordinating with other support teams when necessary.
Team Leadership & Training:
- Set measurable performance goals for team members and provide guidance in regular one-on-one sessions.
- Mentor new employees to align with approved processes and standards.
- Manage team-related administrative tasks such as timesheets, Paid Time Off (PTO) requests, and performance evaluations.
Client Documentation & Relations:
- Maintain accurate, up-to-date documentation of client environments and contracts.
- Participate in client meetings to provide feedback, service updates, and ensure overall satisfaction.
On-Site Support:
- Offer direct client support at the South San Francisco location, including active hands-on assistance in resolving support tickets alongside the team.
Administrative & Additional Duties:
- Oversee timesheet approvals and ensure proper labor entry reviews.
- Collaborate with the Client Delivery Manager for problem-solving and other essential tasks to support the team's success.
Requirements
Qualifications:
- Proven experience in IT service desk or support team leadership roles.
- Strong grasp of SLOs, SLAs, ticketing platforms, and queue management.
- Excellent interpersonal and communication skills for both team management and client interaction.
- Proficiency in performance evaluations, scheduling, and other team administration responsibilities.
- Critical thinking and problem-solving ability, especially in high-pressure situations.
Preferred Skills & Certifications:
- Familiarity with CRM and ticket management platforms.
- Strong knowledge of Microsoft Office Suite, particularly Excel.
- ITIL certification or knowledge of other service management frameworks (a strong plus).
Work Environment:
This is a hybrid role requiring on-site support at the South San Francisco location, as well as remote and office-based leadership tasks. Availability for occasional after-hours support or client meetings may be required.
If you're a motivated leader with expertise in IT support operations and a passion for delivering exceptional service, we look forward to hearing from you!
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.