{"id":1158295,"url":"https://alion.io/job/dyopath-supervisor-service-desk","title":"Supervisor, Service Desk","company":{"id":5678,"name":"DYOPATH","domain":"dyopath.com","url":"https://alion.io/company/dyopath","size_band":"501-1000","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Athens, Greece"],"countries":["GR"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":68000,"max":null,"currency":"USD","period":"year","gross":null,"usd_annual":68000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-23T19:47:53Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T23:31:47Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Join DYOPATH as a Service Desk Supervisor\nAre you a passionate IT leader who thrives on developing high-performing teams, delivering exceptional customer experiences, and driving continuous service improvement?\nDYOPATH is looking for a Service Desk Supervisor to lead a team of service desk professionals while ensuring outstanding technical support and service delivery across the organization. As a Service Desk Supervisor, you'll have the opportunity to shape service delivery, develop future IT leaders, and influence how support is delivered across multiple client environments. This is a hands-on leadership role where your ideas, coaching, and operational expertise will directly impact customer success and team growth.\nWhy You'll Love Working Here\n Purpose with Passion - Join a company whose L.O.V.E. philosophy (Living Our Values Every Day) transforms everyday work into meaningful impact\nGrowth & Development - Access certifications, training, and clear career paths\nAward-Winning Culture - Known for delivering outstanding IT services internally and externally\n Collaborative Environment - Work in a respectful, team-oriented setting where achievements are recognized\nBenefits\nMedical, Dental, and Vision coverage\nLife insurance\n401(k) with company match\n“You Pick a Day” paid holiday\nFSA and HSA options\nPet insurance\nAdditional benefits available; Full details available at dyopath.com/careers\nRole Overview\n Location: On-site (Georgia or North Carolina)\nTravel Requirement: Regular travel between client locations within the assigned service area is required.\n\nSchedule: 1st Shift EST; Monday through Friday\n Pay Rate: $68,000 annually\nYour Mission as a Service Desk Supervisor\nLead, mentor, and develop a team of service desk analysts to deliver exceptional technical support and customer service\nDefine, maintain, and manage Service Level Agreements (SLAs) for service desk operations\nEnsure timely and effective resolution of end-user technical issues and escalations\nDevelop and maintain service desk policies, procedures, and technical documentation\nManage service desk budgets, including procurement and maintenance of tools, software, and resources\nBuild and maintain strong relationships with internal customers, vendors, and key stakeholders\nPrepare and deliver performance reports, metrics, and service insights to senior leadership\nSupport hiring, onboarding, training, coaching, and performance management activities for service desk staff\nLead and participate in cross-functional initiatives focused on service delivery and operational improvement\nPartner with other IT teams to identify, troubleshoot, and resolve complex technical issues\nStay current on emerging technologies, industry trends, and IT service management best practices\nWhat You Bring to the Team as a Service Desk Supervisor\nEducation & Certifications\nBachelor's degree in Computer Science, Information Systems, or a related field, or equivalent combination of education and relevant experience.\n\nHDI Support Center Analyst (HDI-SCA) certification preferred\nITIL Foundation certification preferred\nITIL Practitioner certification preferred\nExperience & Skills\n5+ years of experience in technical support, preferably within a service desk environment\n5+ years of experience in a leadership or management role\nStrong knowledge of IT Service Management (ITSM) processes and frameworks, including ITIL\nExperience with ITSM platforms such as ServiceNow or BMC Helix\nStrong problem-solving skills with the ability to diagnose and resolve complex technical issues\nExcellent written, verbal, and interpersonal communication skills\nStrong leadership, coaching, and employee development capabilities\nAbility to manage competing priorities in a fast-paced environment\nExperience analyzing service desk metrics and driving operational improvements\nStrong stakeholder management and customer service orientation\nOther Requirements\nAbility to pass a background check prior to hire\nAbility to work on-site at client facilities in Georgia and North Carolina\nWhy This Service Desk Supervisor Role Matters\nAs a Service Desk Supervisor, you will play a critical leadership role in ensuring the delivery of high-quality technical support while fostering a culture of accountability, collaboration, and continuous improvement. You will lead and develop a team of service desk professionals to maintain service excellence, achieve SLA commitments, and provide exceptional support experiences for end users. Your leadership will directly impact employee productivity, customer satisfaction, and the overall success of DYOPATH's IT service delivery operations.\nBuild Your Career\nAt DYOPATH, many of our leaders started as individual contributors. We invest heavily in certifications, leadership development, and career mobility to help our employees continue growing professionally.\nReady to Lead and Grow?\nIf you're passionate about developing people, improving IT service delivery, and making a meaningful impact for clients and teammates alike, we'd love to hear from you. Apply today and help us shape the future of support at DYOPATH.\nEqual Opportunity Employer\nDYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. For more information about DYOPATH, please visit our website at www.dyopath.com. The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.","description_format":"text","description_chars":5879,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","IT Consulting"],"lifecycle":[{"event":"open","at":"2026-09-23T22:31:00Z"}],"liveness":{"score":95,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.946,"p_room":1,"age_days":0,"expected_fill_days":21,"reasons":["conf:3","urgency","win:early"],"computed_at":"2026-09-24T05:45:00Z"},"pay":{"stated_usd_annual":68000,"is_top_pay":false},"html_url":"https://alion.io/job/dyopath-supervisor-service-desk","json_url":"https://alion.io/job/dyopath-supervisor-service-desk.json","meta":{"generated_at":"2026-09-25T00:47:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":687,"day_limit":5000,"remaining_today":4313,"minute_limit":60,"resets_at":"2026-09-26T00:00:00Z"}}}