{"id":3892746,"url":"https://alion.io/job/prime-system-solutions-service-desk-supervisor-2","title":"Service Desk Supervisor","company":{"id":685105,"name":"Prime System Solutions","domain":"primesystemsolutions.com","url":"https://alion.io/company/prime-system-solutions","size_band":"51-200","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":88,"open_postings":37,"ghost_share":0,"stale_share":0.486,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-11-12T10:38:37Z"}},"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":["Lahore, Pakistan","Islamabad, Pakistan"],"countries":["PK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Incident Management","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-06T22:08:08Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-12T21:23:40Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"We are seeking an experienced Service Desk Supervisor to oversee the day-to-day performance and operational effectiveness of our Service Desk team.\nThis is a hands-on leadership role responsible for service delivery, queue management, SLA/SLO performance, ticket quality, incident response, team development, and operational reporting.\nThe successful candidate will work closely with the Director of IT & Operations, translating strategic priorities into daily execution while ensuring accountability, efficiency, and high-quality customer service.\nThe role requires a strong technical background combined with proven supervisory skills. The individual will lead the team, provide technical guidance, step into escalated tickets when necessary, and maintain clear visibility into operational performance, risks, and improvement opportunities.\nKey Responsibilities:\n1. Daily Operations & SLA Ownership\nMonitor and manage Service Desk ticket queues throughout the day, ensuring response and resolution targets are consistently met.\nConduct daily team standups, establish priorities, assign responsibilities, and remove operational blockers.\nLead aging-ticket reviews and ensure every outstanding ticket has a clear owner, next action, and follow-up date.\nIdentify recurring technical issues and ticket reopening patterns, driving permanent resolutions.\nMonitor key performance indicators, including first-contact resolution, backlog, customer satisfaction, and response times.\nEnsure compliance with Service Level Agreements (SLAs) and Service Level Objectives (SLOs).\n2. Team Leadership & Development\nSupervise, coach, and mentor Service Desk engineers while establishing clear performance expectations.\nReview tickets for quality and provide timely, constructive feedback.\nConduct weekly individual team check-ins and contribute to annual performance reviews.\nEstablish SMART goals and monitor individual and team performance.\nDelegate responsibilities effectively while developing the technical capabilities of team members.\nProvide direct and constructive feedback and collaborate with leadership on formal corrective actions when necessary.\nLead onboarding and technical training for new hires.\nPromote knowledge sharing, security awareness, and professional certification development.\n3. Escalations & Incident Management\nServe as the primary escalation point for complex, high-impact, and unresolved technical issues.\nOwn Priority 1 (P1) and Priority 2 (P2) incidents from identification through resolution.\nAct as Incident Lead during major service disruptions.\nEnsure incidents are accurately classified, prioritized, and routed to the appropriate teams, including Centralized Services, Professional Services, or Technical Account Management (TAM).\nMaintain clear and timely communication with customers and internal leadership throughout incident resolution.\nEnsure proper incident documentation and post-incident closeout.\n4. Hands-On Technical Leadership\nSupport escalated technical tickets alongside the team, particularly across Microsoft 365, Azure, Entra ID, and Windows 10/11 endpoints.\nProvide technical guidance on identity and access management, endpoint management, alerts, and email security tools.\nStep in to provide technical and onsite support when workload or staffing requirements demand it.\nMaintain strong technical knowledge to support troubleshooting and escalation activities.\n5. Customer Experience & Service Delivery\nEnsure all customer interactions meet high standards of professionalism, ownership, and communication.\nSupport customer service reviews in coordination with Customer Success and Technical Account Management teams.\nFollow up on negative customer feedback and drive appropriate corrective actions.\nEnsure the team follows established service delivery standards.\nEnforce Service Desk scope policies and route additional work requests to the appropriate teams.\n6. Process, Knowledge & Continuous Improvement\nMaintain accurate and up-to-date knowledge base articles, procedures, and troubleshooting guides.\nManage and maintain Service Desk documentation within IT Glue and Autotask.\nRecommend workflow, automation, and tooling improvements to enhance operational efficiency.\nMaintain Standard Operating Procedures (SOPs) and ensure consistent team compliance.\nIdentify opportunities to improve ticket handling, service quality, and internal processes.\nCoordinate with Centralized Services to delegate appropriate technical and operational activities.\n7. Reporting & Leadership Collaboration\nServe as the operational extension of the Director of IT & Operations, providing visibility into Service Desk performance, risks, and technical skill gaps.\nPrepare and deliver weekly Service Desk performance reports for leadership.\nReport on SLA performance, ticket volume, aging tickets, ticket quality, customer satisfaction, and staffing capacity.\nTranslate leadership priorities into actionable daily Service Desk activities.\nIdentify and communicate operational risks before they affect customers or business operations.\nSupport resource planning, recruitment input, and technical interviews for Service Desk positions.\nOperational Ownership & Accountability\nThe Service Desk Supervisor will be directly accountable for the following operational deliverables:\nQueue Health: Ticket prioritization, assignment, workload distribution, and resolution tracking.\nSLA/SLO Compliance: Monitoring response and resolution targets, identifying misses, and implementing corrective actions.\nTicket Quality: Ensuring proper documentation, troubleshooting notes, root cause identification, validation, customer communication, and prevention measures.\nTeam Standups: Managing daily meetings, assignments, action logs, and follow-through.\nIncident Management: Ensuring clear incident ownership, communication, escalation, and resolution.\nTeam Performance: Conducting regular individual check-ins, coaching, and performance monitoring.\nCoverage & Capacity: Managing schedules, onsite and remote coverage, workload distribution, and staffing recommendations.\nKnowledge Management: Maintaining current documentation, procedures, and troubleshooting resources.\nOnboarding & Offboarding: Ensuring accounts, equipment, and software are provisioned or removed accurately and on time.\nReporting: Providing regular operational reports with performance trends, risks, and recommendations.\nDecision-Making Authority\nThe Service Desk Supervisor will have the authority to make day-to-day operational decisions, including:\nTicket prioritization, assignment, and workload distribution.\nEscalation routing and incident ownership.\nDaily coverage and schedule adjustments.\nTeam coaching, feedback, and process improvements.\nDaily standup structure and ticket quality standards.\nKnowledge base priorities and operational workflow improvements.\nThe following matters will be escalated to the Director of IT & Operations for approval or guidance:\nStaffing changes, new hires, and role changes.\nFormal disciplinary actions or employee termination.\nCustomer credits, SLA exceptions, and contractual matters.\nBudget approvals, tooling purchases, and new service offerings.\nSignificant operational risks affecting major customers or business operations.\nRequirements\n3-5 years of experience in a Help Desk, Service Desk, or Managed Service Provider (MSP) environment.\nAt least 1 year of experience in a supervisory or team lead position.\nStrong hands-on experience with Microsoft 365, Azure, Entra ID, and Windows 10/11 endpoints.\nWorking knowledge of networking fundamentals, including TCP/IP, DNS, and DHCP.\nExperience working with ticketing systems and analyzing queue performance, SLA metrics, and customer satisfaction reports.\nProven ability to lead, coach, and hold a technical team accountable.\nExcellent written and verbal communication skills.\nStrong technical documentation and organizational skills.\nAbility to remain calm, organized, and decisive during major incidents.\nAbility to work onsite in Waltham, Massachusetts.\nPreferred Qualifications:\nExperience with Autotask, IT Glue, and Kaseya VSA or similar platforms.\nPrevious experience as a Senior Service Desk Engineer or Escalation Engineer.\nFamiliarity with ITIL practices and cloud technologies.\nExperience with endpoint management and email security tools.\nExperience supporting regulated or compliance-sensitive customer environments.\nExperience preparing operational 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