IT Service Desk Supervisor

IT Service Desk Supervisor
Location: Memphis, TN (On-site)

Overview
A growing organization is seeking a skilled IT Service Desk Supervisor to lead its IT Service Desk operations. This individual will manage a small team of technicians, ensuring timely and effective support for end users while promoting a culture of collaboration and service excellence. The ideal candidate has progressed through hands-on IT support roles and developed into a proven leader who combines technical depth, strong communication skills, and a genuine commitment to teamwork.

Responsibilities
Lead, coach, and mentor a team of Service Desk Technicians to ensure consistent, high-quality support.
Oversee the intake, prioritization, and resolution of incidents and service requests within established service levels.
Collaborate closely with infrastructure, applications, and security teams to resolve issues and support shared goals.
Foster a team-oriented environment built on mutual respect, accountability, and clear communication.
Monitor and analyze service metrics such as ticket volumes, response times, and customer satisfaction scores.
Continuously assess and improve service desk processes, documentation, and knowledge management resources.
Handle escalations, communicate effectively with users, and maintain strong working relationships across departments.
Develop and deliver training to enhance the teams technical and customer service capabilities.
Prepare reports and recommendations to management on performance, trends, and process improvements.

Required Skills & Experience
Bachelors degree in Information Technology, Computer Science, or related discipline, or equivalent experience.
5-8years of progressive IT support experience, including Tier 1 through Tier 3 support.
Minimum of 12 years in a supervisory or team lead capacity within a service desk or IT support environment.
Strong knowledge of IT service management (ITSM) principles and frameworks such as ITIL.
Proficiency with common service desk ticketing platforms (e.g., ServiceNow, Jira, or similar).
Excellent communication, leadership, and problem-solving skills.
Proven ability to work collaboratively within cross-functional teams and support organizational hierarchy and leadership protocols.
Ability to thrive in a fast-paced, customer-focused environment and manage competing priorities.

Preferred Qualifications
ITIL Foundation certification or higher.
CompTIA A+ or Microsoft Certified Professional (MCP).
Management or leadership training or certification (e.g., PMP or equivalent).

Working Conditions
On-site role based in Memphis, TN headquarters.
Standard office hours with occasional flexibility for after-hours or on-call support.
Minimal travel may be required to support additional sites or remote teams.

How to Apply
For confidential consideration, please submit your resume and a brief note highlighting your leadership experience in IT support environments. All inquiries will be handled with discretion.