IT Service Desk Supervisor

Role Summary

The IT Service Desk Supervisor manages the day-to-day operations of the service desk, ensuring support requests are handled in a timely and efficient manner. This role leads and coaches service desk staff, drives continuous improvement in processes, and partners with the broader IT team to deliver reliable support for end users. The position reports to the IT Service Desk Manager and plays a key role in meeting service levels and improving the overall support experience.

What You’ll Do

• Manage daily service desk operations and ensure requests are triaged, tracked, and resolved efficiently to meet defined service levels.
• Supervise Service Desk Analysts and Senior Service Desk Analysts; provide guidance, coaching, and performance feedback to sustain high-quality customer service.
• Develop, document, and implement service desk processes and procedures to improve efficiency, consistency, and user satisfaction.
• Monitor service desk performance metrics and trends; prepare reports and recommend improvements to strengthen SLA attainment.
• Coordinate with other IT teams to support IT systems and services and to accelerate resolution of cross-functional incidents.
• Provide training and knowledge transfer to service desk staff on tools, workflows, and support best practices.

Handle escalated support requests and partner with appropriate IT resources to resolve complex technical issues.

Required Qualifications

• Two-year college degree preferred; equivalent experience will be considered.
• Prior supervisory experience, including leading a service desk team.
• Experience supervising a service desk in a professional services environment.
• Minimum four years of experience implementing, maintaining, and supporting Windows operating systems and Microsoft Office application suites.
• Hands-on experience configuring and supporting end-user hardware (workstations, laptops) and printers.
• Experience using service desk management software to manage support requests and monitor performance.
• Strong customer service skills, professionalism, and discretion in handling confidential and sensitive information.
• Excellent written and verbal communication skills.
• Analytical mindset with the ability to analyze data, identify trends, and make data-informed decisions.
• Ability to manage multiple priorities in a fast-paced environment.

Work Model

Hybrid onsite 3 days a week.

Our Client’s Culture & Values

Our Client is committed to excellence and exceptional client service, fostering collaboration across disciplines to deliver practical, forward-looking solutions. The firm places strong emphasis on community impact and pro bono engagement, while cultivating an inclusive environment where diverse perspectives are valued and professionals are supported in their growth.

About Our Client

Our Client is a client-driven, industry-focused professional services organization with more than 1,000 professionals across 16 offices worldwide. Drawing on deep experience across both the public and private sectors, Our Client delivers sophisticated regulatory, litigation, and transactional capabilities and develops practical solutions to complex U.S., international, and cross-border needs.

Our Client’s Benefits

Our Client provides a comprehensive benefits program designed to support the health, financial well-being, and long-term stability of its professionals and their families. The program includes medical, vision, and dental coverage for employees and eligible dependents, life and disability insurance options, and flexible savings vehicles such as flexible spending accounts, a health savings account, and a 401(k) plan with profit-sharing contributions. Employees also receive paid time off, travel accident insurance, access to mental health and medical advocacy resources, optional voluntary insurance offerings, pet insurance, and participation in a pre-tax transportation program.

Our Client may provide a discretionary bonus annually.

Equal Opportunity Employer Statement

RightSeat and Our Client are equal opportunity employers. We consider all qualified applicants without regard to protected characteristics and are committed to an inclusive workplace built on respect and integrity.