Supervisor, IT Service Desk at Transplant Resource Center – Baltimore, Maryland

The IT Service Desk Supervisor is responsible for overseeing day‑to‑day IT support operations and directly supervising the end user services team. This role ensures timely, high‑quality technical support for all users while enforcing standards, meeting SLAs, and developing team members. The Supervisor serves as the primary escalation point for Tier 1 and Tier 2 issues and partners closely with the Infrastructure and Security teams to resolve complex problems. This is a hands‑on supervisory role requiring both technical expertise and people‑management skills.

Position requires travel to Infinite Legacy regional offices and tissue surgical recovery sites.

Education and Experience:

1. Strong understanding of IT service management concepts (ITIL preferred)
2. Experience supporting enterprise end‑user environments.
3. Prior experience as a Help Desk Lead, Support Supervisor, or similar role, and experience with endpoint management tools (Intune, SCCM, Jamf, or similar) preferred.
4. Experience supporting hybrid or remote workforces preferred.
5. Familiarity with ITSM platforms (ServiceDeck Plus, ServiceNow, Jira, etc.) preferred.

Required Skills/Abilities:

• Excellent written and verbal communication, customer service, leadership, team development, organization, and problem‑solving skills.
• Ability to manage competing priorities in a fast‑paced environment.
• ITIL Foundation or equivalent certification, preferred.
• Incident and escalation management, and process improvement

Duties/Responsibilities:

1. Supervises Systems Support Analysts and the Desktop Technicians
2. Provides coaching, mentoring, and technical guidance to team members
3. Manages the IT support queue, ensuring adherence to SLAs and service quality standards
4. Prioritizes, assigns, and rebalances work across the End User Services team
5. Serves as the escalation point for unresolved Tier 1 and Tier 2 incidents
6. Coordinates escalations to the Infrastructure and Security teams as needed
7. Ensures consistent use of ITSM tools, workflows, and documentation standards
8. Conducts performance check‑ins, evaluations, and corrective actions when required
9. Assists the Director of IT with hiring, onboarding, and training plans
10. Develops schedules, coverage plans, and on‑call rotations to ensure adequate support
11. Maintains working knowledge of supported systems, including:
    • Windows and macOS environments
    • Microsoft 365 and enterprise applications
    • Endpoint management and device deployment
12. Reviews and approve changes affecting end user services
13. Ensures proper asset management and lifecycle tracking of end‑user devices
14. Enforces creation and maintenance of knowledge base articles and standard operating procedures
15. Tracks and reports support metrics (ticket volume, resolution time, trends)
16. Provides regular operational updates to the Director of IT
17. Identifies risks, gaps, and training needs within End User Services Occasional after‑hours or on‑call support may be required

Join Our Team & Enjoy Great Benefits!

At Infinite Legacy, we care about our employees' well-being, both at work and in life. That's why we offer an excellent benefits package designed to support you and your family.

Our Benefits Include:

• Health, Dental & Vision Insurance: Comprehensive coverage for you and your loved ones.
• Paid Time Off: Take the time you need to relax and recharge.
• 401K: Plan for your future with employer contributions.
• Life & Disability Insurance: Peace of mind, no matter what happens.
• Pet Insurance Discounts: Because your furry friends matter too!
• Tuition Reimbursement: We support your growth and development with education assistance.

Join our team today and experience a workplace that truly values you!