Senior Supervisor, Service Desk in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Supervisor, Service Desk based in United States.

This role leads a critical technical support function responsible for delivering reliable service experiences to employees and client-partners.
The Senior Supervisor, Service Desk manages daily support operations, team performance, and service delivery across multiple platforms.
You will guide a remote, distributed support team while improving processes, resolving complex issues, and enhancing user satisfaction.
The position combines people leadership, operational excellence, analytics, and technical problem-solving in a fast-moving environment.
You will help shape support strategies, establish best practices, and ensure service levels consistently meet business expectations.
This is an opportunity for an experienced service desk leader to build high-performing teams and drive continuous improvement across technology operations.

The Senior Supervisor, Service Desk is responsible for leading service desk and call center operations, developing a strong support team, and ensuring exceptional technical assistance for users across the organization.

• Manage Service Desk and call center operations, including staffing, scheduling, training, coaching, performance management, and team development.
• Lead talent management activities including recruitment, onboarding, career development, and succession planning to build an engaged and high-performing support organization.
• Oversee daily support activities across ticketing and service management platforms, ensuring effective triage, assignment, escalation, and resolution processes.
• Maintain service level agreements (SLAs), operational metrics, productivity goals, and customer satisfaction standards.
• Provide escalation leadership by partnering with internal support teams and stakeholders to accelerate issue resolution and improve user outcomes.
• Mentor and develop Service Desk Analysts and support agents by strengthening troubleshooting skills, customer service capabilities, and technical knowledge.
• Analyze ticket volumes, call trends, and operational data to identify recurring issues and implement proactive improvements.
• Support technical environments including hardware, virtual desktops, software applications, access management, networking, and business applications.
• Create and maintain documented service desk processes, workflows, and operating procedures to improve consistency and efficiency.
• Drive continuous improvement initiatives through cross-functional collaboration and process optimization.
• Provide hands-on technical support when needed during periods of increased demand, staffing challenges, or critical incidents.
• Support remote teams across different locations and collaborate effectively across geographic boundaries.
• Maintain flexibility to support occasional evening or weekend coverage based on business needs.

The ideal candidate combines technical support expertise, people leadership experience, and a strong customer service mindset. This role requires the ability to manage distributed teams, analyze operational data, and continuously improve service delivery.

• 5+ years of experience in a system or service desk support role, including experience in call center environments.
• 2+ years of supervisory or management experience leading technical service desk or support teams.
• Proven experience with hiring, coaching, mentoring, and performance management responsibilities.
• Hands-on experience with Freshdesk, Jira Service Management (JSM), or similar ticketing and support platforms.
• Experience managing remote teams and supporting distributed workforces.
• Ability to analyze service data, create reports, identify trends, and develop improvement strategies.
• Strong understanding of IT support processes, incident management, escalation procedures, and service delivery best practices.
• Excellent communication and interpersonal skills with the ability to collaborate with internal and external stakeholders.
• Strong problem-solving abilities with a proactive approach to identifying and resolving challenges.
• Ability to manage competing priorities while maintaining urgency and service quality.
• Service-oriented mindset with a focus on helping users and improving experiences.
• Bachelor’s degree or equivalent professional experience preferred.
• Experience administering or configuring Freshdesk, Jira Service Management, or similar platforms preferred.
• Familiarity with call center technologies such as Genesys, Talkdesk, or equivalent solutions preferred.
• Experience using AI productivity tools to support reporting, analysis, and decision-making preferred.
• Knowledge of Microsoft administration platforms including Office 365, Active Directory, and Entra preferred.

• Competitive annual base salary range of approximately $63,000 – $86,000.
• Potential eligibility for annual cash bonus opportunities.
• Comprehensive benefits package including medical, dental, and vision coverage.
• Life insurance benefits.
• 401(k) retirement plan.
• Opportunity to lead and develop a remote, geographically distributed support team.
• Career growth opportunities within a technology-focused organization.
• Ability to influence service delivery strategies and operational improvements.
• Collaborative environment focused on innovation, customer experience, and continuous improvement.