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Client Services Supervisor

Agile / Access Data

Hybrid in Kissimmee, Florida • 4d ago

Easy Apply

Full-time

70000 - 89000

Job Details

Skills

Service Desk
Leadership

Summary

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.

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.

Dice Id: 10290115
Position Id: 9134148
Posted 4 days ago

Fitment

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Job Details

Skills

Service Desk
Leadership

Summary

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.

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.

Dice Id: 10290115
Position Id: 9134148
Posted 4 days ago

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

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