{"id":3744229,"url":"https://alion.io/job/prime-system-solutions-service-desk-supervisor","title":"Service Desk Supervisor","company":{"id":685105,"name":"Prime System Solutions","domain":"primesystemsolutions.com","url":"https://alion.io/company/prime-system-solutions","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":88,"open_postings":36,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-11-04T06:34:25Z"}},"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":["Quezon City, Philippines"],"countries":["PH"],"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":"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":"2026-11-04T12:36:35Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-04T22:31:41Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Prime System Solutions is looking for an experienced Service Desk Supervisor to oversee daily Service Desk operations and serve as the right hand of the Director of IT & Operations.\nThis is a hands-on leadership role for someone who can manage service delivery, lead technical support engineers, monitor performance, handle escalations, and ensure excellent customer experiences.\nThe ideal candidate has a strong technical background, proven leadership experience, and the ability to balance operational management with hands-on technical support.\nKey Responsibilities\n1. Service Desk Operations & SLA Management\nOversee daily Service Desk operations, including ticket queues, assignments, prioritization, and workload distribution.\n\nMonitor Service Level Agreements (SLAs) and Service Level Objectives (SLOs) to ensure timely responses and resolutions.\n\nConduct daily team standups, assign priorities, and address operational blockers.\n\nMonitor aging tickets and ensure each has a clear owner, next action, and follow-up schedule.\n\nTrack service desk performance metrics, including ticket volume, backlog, first-contact resolution, and customer satisfaction.\n\nIdentify recurring issues and implement improvements to prevent repeated incidents.\n\n2. Team Leadership & Development\nSupervise, mentor, and coach Service Desk engineers.\n\nConduct regular one-on-one meetings and performance check-ins.\n\nMonitor individual and team performance and establish measurable performance goals.\n\nReview ticket documentation and provide constructive feedback.\n\nDelegate responsibilities effectively and ensure accountability across the team.\n\nSupport onboarding, technical training, and continuous development of team members.\n\nPromote knowledge sharing, security awareness, and professional development.\n\n3. Incident & Escalation Management\nServe as the primary escalation point for complex technical issues and unresolved tickets.\n\nLead major incidents (P1/P2) from identification through resolution.\n\nCoordinate with technical teams to ensure incidents are properly classified, assigned, and escalated.\n\nEnsure clear and timely communication with clients and internal stakeholders.\n\nMaintain incident documentation, root cause analysis, and post-incident reviews.\n\n4. Hands-on Technical Support\nProvide technical guidance and support for escalated issues involving Microsoft 365, Azure/Microsoft Entra ID, and Windows 10/11 endpoints.\n\nAssist with identity and access management, endpoint troubleshooting, and email security issues.\n\nSupport the team in resolving complex technical problems when necessary.\n\nAssist with endpoint management, monitoring, and security-related alerts.\n\n5. Customer Experience\nEnsure all customer interactions meet the company's standards of professionalism and service quality.\n\nHandle escalated customer concerns and follow up on negative feedback.\n\nCoordinate with Customer Success and Technical Account Management (TAM) teams when needed.\n\nEnsure requests outside the Service Desk scope are properly identified and routed to the appropriate department.\n\n6. Process Improvement & Documentation\nMaintain accurate knowledge base articles, troubleshooting guides, and Standard Operating Procedures (SOPs).\n\nEnsure proper documentation and consistent use of Service Desk processes.\n\nIdentify opportunities to improve workflows, automation, and service delivery.\n\nMaintain documentation using platforms such as IT Glue and Autotask or similar tools.\n\n7. Reporting & Management Support\nPrepare weekly Service Desk performance reports for the Director of IT & Operations.\n\nMonitor SLA performance, ticket volume, backlog, customer satisfaction, ticket quality, and staffing capacity.\n\nIdentify operational risks, recurring problems, and technical skill gaps.\n\nRecommend improvements to Service Desk operations and resource allocation.\n\nAssist with recruitment, technical interviews, and onboarding of new Service Desk engineers.\n\nTranslate management priorities into actionable daily operational plans.\n\nRequirements\n3-5 years of experience in Help Desk, Service Desk, or Managed Service Provider (MSP) environments.\n\nAt least 1 year of experience in a supervisory, team lead, or technical leadership role.\n\nStrong hands-on experience with Microsoft 365, Azure/Microsoft Entra ID, and Windows 10/11.\n\nWorking knowledge of networking fundamentals, including TCP/IP, DNS, and DHCP.\n\nExperience using ticketing systems and monitoring service desk performance, SLA compliance, and ticket backlogs.\n\nProven ability to lead, coach, mentor, and manage technical support teams.\n\nExperience handling technical escalations and major incidents.\n\nStrong communication, problem-solving, and documentation skills.\n\nAbility to manage multiple priorities while maintaining service quality and customer satisfaction.\n\nWillingness to work on a schedule aligned with US operations, as required.\n\nPreferred Qualifications\nExperience with Autotask, IT Glue, Kaseya VSA, or similar MSP tools.\n\nPrevious experience as a Senior Service Desk Engineer or Escalation Engineer.\n\nFamiliarity with ITIL practices and service management processes.\n\nExperience with endpoint management and email security tools.\n\nExperience supporting international clients or compliance-sensitive environments.\n\nRelevant Microsoft certifications are an advantage.\n\nBenefits\n13th-month pay in accordance with Philippine labor regulations.\n(HMO) coverage.\nPaid vacation and sick leave.\nMandatory government contributions (SSS, PhilHealth, and Pag-IBIG).\nOpportunities for professional development and technical certifications.\nTraining and continuous learning opportunities.\nCareer advancement opportunities.\nDirect collaboration with international IT leadership.\nOpportunity to contribute to process improvements and influence Service Desk operations\nWhy Join Prime System Solutions?\nBe part of a growing IT services organization.\n\nWork directly with the Director of IT & Operations and contribute to operational decisions.\n\nTake ownership of Service Desk performance and team development.\n\nGain exposure to international clients, enterprise IT environments, and Microsoft cloud technologies.\n\nBuild your leadership career with opportunities to progress into a Service Desk Manager position as the organization expands.\n\nCareer Opportunity\nThis role is ideal for an experienced Service Desk Team Lead, Senior Service Desk Engineer, or Technical Support Supervisor who is ready to take greater ownership of service delivery, team performance, and operational excellence.","description_format":"text","description_chars":6533,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)","Business Process Outsourcing (BPO)","IT Staffing & Staff Augmentation"],"lifecycle":[{"event":"open","at":"2026-11-04T12:36:35Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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