Senior Supervisor, Service Desk

Responsibilities

• Manage the Service Desk and call center team, including staffing, training, supervision, and performance evaluation.
• Own talent management for the team - recruiting, onboarding, career development, and succession planning - to build a high-performing, engaged support organization.
• Direct reports may physically reside in the United States and/or India working remotely or in an MRO corporate office.
• Oversee day-to-day Service Desk and call center operations across our combined support platforms (Freshdesk and Jira Service Management (JSM)) to resolve reported technology related user issues.
• Implement effective ticket and call triage, assignment, diagnosis, escalation, and resolution processes.
• Maintain SLA and other performance metrics.
• Provide escalation management, in partnership with other Support Supervisors, to review and accelerate resolution for requested support items by working with individual contributors and leaders inside and outside of Support Operations.
• Train and mentor Service Desk Analysts and call center agents to develop strong troubleshooting, phone/call handling, and customer service capabilities.
• Provide real-time support and guidance to ensure excellent user outcomes.
• Use analytics and reporting across Freshdesk and JSM to recognize patterns and trends in ticket and call volumes, and take appropriate, proactive actions to address short-term and long-term issues impacting user experience.
• Support user’s technical platform consisting of hardware - including BYOD equipment, virtual desktop environment, standard software applications, MRO applications, internet/networking, access/security, etc.
• Provide new employees with technical onboarding.
• Establish documented Service Desk and call center processes and systems, spanning Freshdesk and JSM, that ensure consistent achievement of targeted SLA performance, staff productivity, client/stakeholder satisfaction, quality, and other operational metrics.
• Engage cross-functionally to promote collaboration in developing continuous process improvement initiatives that enhance the team’s operational performance, customer service and morale.
• Support direct ticket resolution when staffing levels or demand require.

Although this is not the Supervisor’s primary responsibility, all MRO technology Support Operations leaders are expected to contribute as needed to meet business objectives, reduce downtime, and maintain high customer satisfaction.

• Flexible Availability expected – potential to work occasional evening and weekend shifts

Requirements

• 5+ years’ experience in a system/service desk support role, including call center environments.
• 2+ years current or previous supervisory or management experience leading a technical Service Desk or call center team, including talent management responsibilities such as hiring, coaching, and/or performance management.
• Hands‑on experience with Freshdesk, Jira Service Management (JSM), or similar combined ticketing/call center platforms.
• Comfortability with procuring and analyzing data, building analytics and reporting, and identifying trends.
• Current or previous experience supervising a remote workforce.
• Ability to effectively manage competing priorities with a sense of urgency.
• Excellent communication skills with internal and external customers.
• Service‑oriented mentality – Actively looking for ways to help people; take initiative and be proactive.
• Enjoy problem‑solving and do not become discouraged when facing a roadblock.
• Core Competencies

Demonstrates expertise in managing Service Desk and call center operations, including talent management, performance evaluation, and process improvement.

Proficient in utilizing Freshdesk and Jira Service Management for effective ticket resolution and analytics.

• Tools & Technologies
• Freshdesk
• Jira Service Management
• Analytics Tools
• Call Center Platforms
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