Hybrid Service Desk Supervisor – Helpdesk Supervisor

at M3 Networks

• Job title: Service Desk Supervisor – Helpdesk Supervisor
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Southlake, United States

About the role

• Service Desk Supervisor role leading daily performance and accountability in Managed Services. Ensuring strong service delivery and operational efficiency with technical staff and clients.

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.
• Create, implement, monitor, and report on Service Level Agreements.
• Ensure ongoing SLA compliance across response times, resolution times, and service quality.
• 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.

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.

Benefits

• Service Desk Operations and Leadership - 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.
• Escalation Management and VIP Support - 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.
• SLA Ownership and Service Quality - 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.
• Ticketing Systems and Process Improvement - 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.
• Team Leadership and Collaboration - 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.
• Project and Cross Functional Work - 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.
• Business Outcomes and Quarterly Goal Support - 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.