{"id":1425784,"url":"https://alion.io/job/markel-supervisor-service-desk","title":"Supervisor Service Desk","company":{"id":1856685,"name":"Markel","domain":"markel.com","url":"https://alion.io/company/markel","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":25,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Richmond, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":112000,"period":"year","method":"role_country_seniority_unknown","sample_n":1856},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-07-30T00:00:00Z","employer_posted_date":"2026-07-30","last_verified_at":"2026-10-15T04:21:40Z","board_verified":true,"closed_at":null,"days_open":77,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":77},"description":"What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it.\nThe work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs.\n\nJoin us and play your part in something special!\n\nThe Markel Service Desk is a critical component of our organization's IT infrastructure. It serves as the primary point of contact for our users and customers who require assistance with IT-related issues, inquiries, or service requests. We are seeking a skilled and motivated Service Desk Supervisor to join our team and oversee the day-to-day operations of our service desk. The ideal candidate will have a solid background in service desk operations, ticket handling, and IT service management (ITSM) with a focus on ITIL best practices. The Service Desk Supervisor will play a key role in ensuring excellent customer service, increasing first call resolution (FCR), and improving day-to-day service desk performance. A core focus of this role is learning and effectively using our new tools to support and streamline daily operations. The Service Desk Supervisor reports to the Service Desk Manager and provides direct, hands-on oversight to the service desk team.Service Desk Supervisor\nDepartment overview\nThe Markel Service Desk is a critical component of our organization's IT infrastructure. It serves as the primary point of contact for our users and customers who require assistance with IT-related issues, inquiries, or service requests. We are seeking a skilled and motivated Service Desk Supervisor to join our team and oversee the day-to-day operations of our service desk. The ideal candidate will have a solid background in service desk operations, ticket handling, and IT service management (ITSM) with a focus on ITIL best practices. The Service Desk Supervisor will play a key role in ensuring excellent customer service, increasing first call resolution (FCR), and improving day-to-day service desk performance. A core focus of this role is learning and effectively using our new tools to support and streamline daily operations. The Service Desk Supervisor reports to the Service Desk Manager and provides direct, hands-on oversight to the service desk team.\nDuties and accountabilities\nService Desk Operations:\nOversee the day-to-day operations of the service desk, ensuring tickets and requests are handled promptly and effectively.\nBe onsite as required, adhering to the organization's in-office policy, to provide direct oversight and support to the service desk team and promote a positive work environment.\nLearn and effectively use our new tools to support, streamline, and improve day-to-day operations, and help the team adopt and apply them in their daily work.\nApply IT service management (ITSM) principles and ITIL best practices to ensure service desk operations align with industry standards.\nUnderstand service desk metrics and KPIs and use them to manage daily performance.\nMonitor service desk metrics, identifying trends and areas for improvement, and recommend corrective actions or opportunities to Leadership team to optimize performance as needed.\nConduct regular reviews of incidents handled by the service desk, providing feedback to improve incident handling and service quality.\nUse comprehensive dashboard systems to track key service desk metrics and performance indicators.\nAssist with development and implementation of initiatives to increase FCR rates, identifying opportunities for the service desk to take on more complex tasks and responsibilities traditionally handled by higher-tier support teams.\nMonitor customer feedback, identify areas for improvement, and help implement measures to enhance the quality of service provided by the service desk.\nWork with Service Desk Leadership team to develop and implement training programs to improve the technical and soft skills of service desk representatives.\nStay updated on industry trends, emerging technologies, and best practices in service desk operations.\nCollaboration and Communication:\nCollaborate with service management and other IT teams to ensure the service desk is prepared to support IT issues, changes, and projects.\nEstablish and maintain effective communication channels with internal stakeholders, ensuring smooth coordination and resolution of customer issues.\nAct as a liaison between the service desk and other departments, fostering strong working relationships and promoting effective knowledge sharing.\nParticipate in monthly service reviews to discuss performance, trends, and areas for improvement.\nPeople Management:\nSupervise a team of service desk personnel, providing day-to-day direction, support, and oversight. Assist the Service Desk Manager with recruitment, onboarding, performance evaluations, and career development as needed.\nFoster a positive and inclusive work environment, encouraging teamwork, collaboration, and knowledge sharing among service desk staff.\nProvide regular feedback and coaching, and help set performance goals and expectations, addressing performance issues in a timely and constructive manner.\nSupport the professional growth of team members through mentoring and on-the-job training.\nReview staffing and scheduling models to ensure guaranteed coverage to the business.\nSkills, knowledge and experience\nMinimum Qualifications\nExperience supervising staff, leading teams, or coordinating day-to-day operational workflows in a service desk, help desk, call center, desktop support, or customer support environment.\nExperience supporting PC and Microsoft Windows environments, including analyzing, diagnosing, installing, configuring, and troubleshooting hardware, peripherals, and software.\nWorking knowledge of ITIL/ITSM practices, ticket management, incident management, and service desk performance metrics.\nKnowledge of ServiceNow, including knowledge of Service Now reporting using platform analytics and Service Operations Workspace.\nExperience applying process-improvement methods, such as the ITIL Continual Improvement Model or Six Sigma/DMAIC, to improve service delivery, workflow efficiency, and SLA performance.\nExperience managing priorities, coordinating operational initiatives, and collecting, organizing, and presenting performance data, including status reporting.\nDemonstrated organizational, communication, collaboration, customer service, analytical, and problem-solving skills.\nAbility to learn new tools and technologies quickly, adapt to evolving environments, and help team members adopt process and service delivery improvements.\nAbility to manage competing priorities in a fast-paced environment while maintaining a customer-focused approach.\nAdditional Considerations\nExperience in a structured service desk or call center environment preferred.\nMicrosoft Certified IT Professional, CompTIA A+, or equivalent technical certification or training preferred.\nITIL, ITSM, Six Sigma, or related process-improvement certification or training preferred.\nProject management certification or training strongly preferred.\nBachelor’s degree in a related field preferred; equivalent experience will also be considered.\nUS Work Authorization\nUS Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.\nPay information:\nThe base salary offered for the successful candidate will be based on compensable factors such as job-relevant education, job-relevant experience, training, licensure, demonstrated competencies, geographic location, and other factors. The salary for the position is $70,000-$96,800 annually with a 15% bonus potential.\nWho we are:\nMarkel Group (NYSE - MKL) a fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.\nWe’reall about people | We win together | We strive for better\nWe enjoy the everyday | We think further\nWhat’sin it for you:\nIn keeping with the values of the Markel Style, we strive to support our employees in living their lives to the fullest at home and at work.\nWe offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees’ needs at all stages of life.\n\nAll full-time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.\n\nWe also offer a 401(k) with employer match contributions, an Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, parental leave.\n\nAre you ready to play your part?\nChoose ‘Apply Now’ to fill out our short application, so that we can find out more about you.\nCaution: Employment scams\nMarkel is aware of employment-related scamswhere scammers will impersonate recruiters by sending fake job offers to those actively seeking employment in order tosteal personal information. Frequently, the scammer will reach out to individuals who have posted their resume online. These \"job offers\" include convincing offer letters and frequentlyask for confidential personal information. Therefore, for your safety, please note that:\nAll legitimate job postings with Markel will be posted on Markel Careers. No other URL should be trusted for job postings.\n\nAll legitimate communications with Markel recruiters will come from Markel.com email addresses.\n\nWe would also ask that you please report any job employment scams related to Markel to .\nMarkel is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of any protected characteristic. This includes race; color; sex; religion; creed; national origin or place of birth; ancestry; age; disability; affectional or sexual orientation; gender expression or identity; genetic information, sickle cell trait, or atypical hereditary cellular or blood trait; refusal to submit to genetic tests or make genetic test results available; medical condition; citizenship status; pregnancy, childbirth, or related medical conditions; marital status, civil union status, domestic partnership status, familial status, or family responsibilities; military or veteran status, including unfavorable discharge from military service; personal appearance, height, or weight; matriculation or political affiliation; expunged juvenile records; arrest and court records where prohibited by applicable law; status as a victim of domestic or sexual violence; public assistance status; order of protection status; status as a smoker or nonsmoker; membership or activity in local commissions; the use or nonuse of lawful products off employer premises during non-work hours; declining to attend meetings or participate in communications about religious or political matters; or any other classification protected by applicable law.\nShould you require any accommodation through the application process, please send an e-mail to the .\nNo agencies please.","description_format":"text","description_chars":11222,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Parental leave","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Property & Casualty Insurance"],"lifecycle":[{"event":"open","at":"2026-09-28T23:38:21Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.204,"p_room":0.28,"age_days":77,"expected_fill_days":24,"reasons":["conf:1","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/markel-supervisor-service-desk","json_url":"https://alion.io/job/markel-supervisor-service-desk.json","meta":{"generated_at":"2026-10-15T10:45:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16362,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1856685},"rest":"https://alion.io/mcp/rest/get_company?id=1856685"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmarkel-supervisor-service-desk"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmarkel-supervisor-service-desk"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmarkel-supervisor-service-desk"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/markel-supervisor-service-desk\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmarkel-supervisor-service-desk"}]}