IT Service Desk Supervisor

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IT Service Desk Supervisor

Washington, DC

IDj-17779Posted 9/19/2025

We are seeking an IT Service Desk Supervisor to oversee daily operations of the service desk and ensure all support requests are resolved quickly and effectively. Reporting to the IT Service Desk Manager, this role is responsible for supervising a team of analysts, maintaining service quality, and driving continuous improvement in processes and performance.

Key Responsibilities

Manage day-to-day service desk operations, ensuring timely resolution of support requests and adherence to SLAs.
Supervise Service Desk Analysts and Senior Analysts, providing coaching, training, and performance feedback.
Develop and implement processes to improve efficiency and service quality.
Monitor and report on service desk performance, identifying trends and areas for improvement.
Collaborate with IT teams to support all firmwide systems and services.
Handle escalated support issues, coordinating with technical specialists as needed.
Provide training and guidance to ensure staff deliver high-quality customer service.

Qualifications

Associate’s degree preferred; equivalent experience considered.
Minimum 4 years’ experience supporting Windows operating systems and MS Office suites; experience with Exchange and document management systems a plus.
Prior supervisory experience, ideally in a professional services or law firm environment.
ITIL Foundation certification preferred.
Experience with service desk management tools and performance monitoring.
Strong knowledge of hardware (workstations, laptops, printers).
Excellent communication, interpersonal, and customer service skills.
Proven ability to analyze data, identify trends, and make informed decisions.
Strong leadership, coaching, and team development skills.
Ability to manage multiple priorities in a fast-paced environment with professionalism and discretion.
Flexibility to work additional hours as needed.

Compensation & Benefits

Base salary range: $110,000 – $130,000, depending on experience, qualifications, and location.
Annual discretionary bonus opportunity.
Comprehensive benefits package provided.

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