Service Desk Supervisor (Helpdesk Supervisor)

M3 Networks•Southlake, TX

About The Position

The Service Desk Supervisor is a hands on leadership role responsible for the daily performance, quality, and accountability of the Service Desk within a Managed Services Provider environment. This role leads by example by actively working tickets at all levels while owning escalations, service quality, and team performance. This position plays a critical role in supporting quarterly business goals by ensuring predictable service delivery, strong SLA performance, and operational efficiency. The Service Desk Supervisor serves as a key bridge between leadership, technical staff, and clients including VIP stakeholders.

Requirements

Minimum of 5 years experience working in a Managed Services Provider environment.
Minimum of 5 years experience in a management or supervisory role.
Strong technical foundation with the ability to troubleshoot across multiple systems and environments.
Proven experience handling escalations and complex technical issues.
Demonstrated ability to communicate effectively with technical teams, non technical users, and VIP stakeholders.
Experience creating, managing, and reporting on Service Level Agreements.
Hands on experience with ticketing systems and service desk workflows.

Responsibilities

Own daily service desk performance including ticket flow, prioritization, documentation, and resolution quality.
Actively work tickets across all levels including complex and escalated issues.
Serve as the primary escalation point for service desk incidents and client concerns.
Ensure consistent adherence to service standards, response expectations, and communication guidelines.
Manage escalated tickets with urgency, professionalism, and clear communication.
Communicate directly with VIP and executive level clients to address concerns and set expectations.
Lead service recovery efforts during high impact incidents to restore confidence and trust.
Create, implement, monitor, and report on Service Level Agreements.
Ensure ongoing SLA compliance across response times, resolution times, and service quality.
Identify trends, risks, and recurring issues impacting SLA performance and drive corrective actions.
Conduct regular reviews and audits to ensure service delivery aligns with contractual commitments.
Lead the implementation, optimization, and auditing of the ticketing system.
Enforce ticketing standards including documentation quality, time tracking, and workflow adherence.
Identify inefficiencies and implement practical improvements that support scalability and consistency.
Partner with leadership to align service desk processes with organizational goals.
Hold weekly meetings with technical staff to review performance, escalations, trends, and priorities.
Coach, develop, and hold service desk staff accountable to performance and communication standards.
Support onboarding and ongoing skill development for service desk team members.
Foster a culture of ownership, professionalism, and continuous improvement.
Participate in internal projects related to service delivery, tools, and process improvements.
Coordinate with engineering, projects, and leadership teams to ensure smooth handoffs and alignment.
Balance reactive service desk demands with proactive project responsibilities.
Partner with service delivery leadership to support and execute quarterly business goals.
Translate quarterly objectives into clear service desk priorities, metrics, and action plans.
Track and report progress toward quarterly goals while identifying risks early.
Balance service quality with efficiency to support profitability and scalability.
Understand how service desk performance impacts utilization, margins, and client health.