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Prime System Solutions

Service Desk Supervisor

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeWaltham, MA, USANo salary listed

About the Job

Requirements

  • The candidate must have 3–5 years of experience in a Help Desk, Service Desk, or Managed Service Provider environment.
  • The candidate must have at least 1 year of experience in a supervisory or team lead position.
  • The candidate must have strong hands-on experience with Microsoft 365, Azure, Entra ID, and Windows 10/11 endpoints.
  • The candidate must have working knowledge of networking fundamentals, including TCP/IP, DNS, and DHCP.
  • The candidate must have experience with ticketing systems and analyzing queue performance, SLA metrics, and customer satisfaction reports.
  • The candidate must be able to lead, coach, and hold a technical team accountable.
  • The candidate must have strong written and verbal communication skills.
  • The candidate must have technical documentation and organizational skills.
  • The candidate must be able to remain calm, organized, and decisive during major incidents.
  • The candidate must be able to work onsite in Waltham, Massachusetts.

Responsibilities

  • Monitor and manage Service Desk ticket queues throughout the day to ensure response and resolution targets are met.
  • Conduct daily team standups, establish priorities, assign responsibilities, and remove operational blockers.
  • Lead aging-ticket reviews and ensure outstanding tickets have a clear owner, next action, and follow-up date.
  • Identify recurring technical issues and ticket reopening patterns, and drive permanent resolutions.
  • Monitor key performance indicators, including first-contact resolution, backlog, customer satisfaction, and response times.
  • Ensure compliance with Service Level Agreements and Service Level Objectives.
  • Supervise, coach, and mentor Service Desk engineers while establishing performance expectations.
  • Review tickets for quality and provide timely, constructive feedback.
  • Conduct weekly individual team check-ins and contribute to annual performance reviews.
  • Establish SMART goals and monitor individual and team performance.
  • Delegate responsibilities and develop team members’ technical capabilities.
  • Provide direct feedback and collaborate with leadership on formal corrective actions when necessary.
  • Lead onboarding and technical training for new hires.
  • Promote knowledge sharing, security awareness, and professional certification development.
  • Serve as the primary escalation point for complex, high-impact, and unresolved technical issues.
  • Own Priority 1 and Priority 2 incidents from identification through resolution.
  • Act as Incident Lead during major service disruptions.
  • Ensure incidents are accurately classified, prioritized, and routed to appropriate teams, including Centralized Services, Professional Services, or Technical Account Management.
  • Maintain clear and timely communication with customers and internal leadership throughout incident resolution.
  • Ensure proper incident documentation and post-incident closeout.
  • Support escalated technical tickets alongside the team, particularly across Microsoft 365, Azure, Entra ID, and Windows 10/11 endpoints.
  • Provide technical guidance on identity and access management, endpoint management, alerts, and email security tools.
  • Provide technical and onsite support when workload or staffing requirements demand it.
  • Ensure customer interactions meet standards for professionalism, ownership, and communication.
  • Support customer service reviews with Customer Success and Technical Account Management teams.
  • Follow up on negative customer feedback and drive corrective actions.
  • Ensure the team follows established service delivery standards.
  • Enforce Service Desk scope policies and route additional work requests to appropriate teams.
  • Maintain accurate and up-to-date knowledge base articles, procedures, and troubleshooting guides.
  • Manage and maintain Service Desk documentation within IT Glue and Autotask.
  • Recommend workflow, automation, and tooling improvements to enhance operational efficiency.
  • Maintain Standard Operating Procedures and ensure consistent team compliance.
  • Identify opportunities to improve ticket handling, service quality, and internal processes.
  • Coordinate with Centralized Services to delegate appropriate technical and operational activities.
  • Provide the Director of IT & Operations with visibility into Service Desk performance, risks, and technical skill gaps.
  • Prepare and deliver weekly Service Desk performance reports for leadership.
  • Report on SLA performance, ticket volume, aging tickets, ticket quality, customer satisfaction, and staffing capacity.
  • Translate leadership priorities into actionable daily Service Desk activities.
  • Identify and communicate operational risks before they affect customers or business operations.
  • Support resource planning, recruitment input, and technical interviews for Service Desk positions.
  • Own queue health through ticket prioritization, assignment, workload distribution, and resolution tracking.
  • Monitor SLA/SLO compliance, identify missed targets, and implement corrective actions.
  • Ensure ticket quality through proper documentation, troubleshooting notes, root cause identification, validation, customer communication, and prevention measures.
  • Manage daily team meetings, assignments, action logs, and follow-through.
  • Ensure clear incident ownership, communication, escalation, and resolution.
  • Conduct regular individual check-ins, coaching, and performance monitoring.
  • Manage schedules, onsite and remote coverage, workload distribution, and staffing recommendations.
  • Maintain current knowledge documentation, procedures, and troubleshooting resources.
  • Ensure accounts, equipment, and software are provisioned or removed accurately and on time during onboarding and offboarding.
  • Provide regular operational reports with performance trends, risks, and recommendations.
  • Make day-to-day operational decisions about ticket prioritization, assignment, workload distribution, escalation routing, incident ownership, coverage and schedule adjustments, team coaching and feedback, process improvements, standup structure, ticket quality standards, knowledge base priorities, and workflow improvements.

Desired Qualifications

  • Experience with Autotask, IT Glue, and Kaseya VSA or similar platforms.
  • Previous experience as a Senior Service Desk Engineer or Escalation Engineer.
  • Familiarity with ITIL practices and cloud technologies.
  • Experience with endpoint management and email security tools.
  • Experience supporting regulated or compliance-sensitive customer environments.
  • Experience preparing operational reports and managing Service Desk key performance indicators.

About the Company

Prime System Solutions

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