IT Service Desk Supervisor

Magnetic Technologies Corporation•Rochester, NY

2d•Onsite

About The Position

Arnold Magnetic Technologies is seeking an IT Service Desk Supervisor to support and oversee day-to-day end-user IT support operations. Reporting to the IT Infrastructure Manager, this role is responsible for actively managing and resolving service desk tickets while supervising three remote service desk technicians. This is a hands-on operational role with a strong focus on ticket management, troubleshooting, and end-user support. The supervisor will personally handle a significant portion of incoming incidents and requests for local users while coordinating process standardization, workload distribution, escalation, and service quality across the global service desk team. The IT Service Desk Supervisor ensures timely ticket resolution, maintains service levels, supports continuous improvement of support processes, and serves as the primary escalation point for complex end-user issues. The role is based in Rochester, NY, and includes direct on-site end-user support responsibilities in addition to managing remote support resources.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
3–6 years of experience providing IT service desk or end-user technical support.
Experience working in a ticket-driven IT support environment.
Prior experience coordinating or supervising small technical teams.
Strong hands-on troubleshooting experience with Windows systems and enterprise software.
Experience with ITSM or ticketing platforms such as ServiceNow, Freshservice, or Jira Service Management.
Strong problem-solving and diagnostic skills.
Excellent written and verbal communication skills.
Ability to prioritize multiple support requests in a fast-paced environment.
U.S. Citizenship required due to access to export-controlled technology and data under ITAR, EAR, and FCI/CUI regulations.

Nice To Haves

Experience supporting manufacturing or industrial environments.
Familiarity with ITIL service management concepts.
Experience supporting users across multiple locations.
Experience documenting knowledge base articles and support procedures.

Responsibilities

Actively monitor, triage, and resolve incoming service desk tickets, ensuring timely response and resolution.
Provide hands-on troubleshooting and support for hardware, software, network access, and enterprise applications.
Ensure all tickets are properly categorized, prioritized, documented, and closed according to established procedures.
Maintain ownership of tickets through resolution, ensuring consistent communication and updates to end users.
Identify recurring issues and escalate systemic problems to the appropriate infrastructure or application teams.
Ensure adherence to defined service level expectations for response and resolution times.
Manage ticket backlog to maintain service levels and minimize aging tickets.
Supervise three remote service desk technicians located in the United States and the United Kingdom, ensuring effective daily operations and balanced workload distribution.
Provide day-to-day guidance, coordination, and oversight of remote support staff.
Work closely with the IT Infrastructure Manager to define, develop and implement key performance indicators (KPIs) for the global team and to establish targets for continuous improvement.
Review ticket activity and service quality to ensure consistent support standards.
Conduct regular check-ins, coaching, and performance feedback for remote team members.
Assist with scheduling, workload prioritization, and escalation management.
Ensure remote technicians follow established documentation, ticketing, and escalation procedures.
Lead global service desk team in the implementation & documentation of standard processes and procedures, in collaboration with the IT Infrastructure Manager.
Provide direct technical support to end users at the Rochester location and remotely for other company sites.
Support and troubleshoot: Windows desktop and laptop systems Microsoft 365 and common enterprise applications Network connectivity and VPN access Printers and peripheral devices Mobile devices and endpoint security tools
Install, configure, and maintain user hardware and software.
Assist with workstation deployments, hardware replacements, and new employee onboarding.
Provide support for conference room technology and collaboration tools.
Serve as the primary escalation point for complex or high-impact service desk incidents.
Work closely with infrastructure, security, and application teams to resolve escalated issues.
Ensure timely follow-through and communication on escalated problems.
Assist with root-cause analysis for recurring incidents.
Maintain accurate documentation for troubleshooting procedures, standard operating procedures, and support workflows.
Contribute to development and maintenance of a service desk knowledge base.
Ensure tickets include proper documentation to support knowledge sharing and future resolution.
Promote consistent use of service desk tools and processes across the team.
Monitor service desk metrics such as: Ticket volume Response time Resolution time Backlog aging First contact resolution
Identify opportunities to improve support efficiency and user experience.
Recommend improvements to ticket routing, workflows, and support processes.
Assist in implementing automation, knowledge articles, and self-service capabilities to reduce ticket volume.
Communicate clearly with users regarding ticket status, resolutions, and expected timelines.
Coordinate with IT Infrastructure, Security, and Applications teams to ensure smooth escalation and resolution.
Support the IT Infrastructure Manager in maintaining consistent service desk operations and performance.
Provide input on service desk improvements, tools, and support strategies.