Senior Supervisor, Service Desk

Overview

The Service Desk Team is the first line of service for our employees and client-partners. The Service Desk provides technical assistance for our suite of products and infrastructure used by Clinical Services and Corporate abstraction teams (legacy Q-Centrix / Curation Solutions), ROI Specialists and Exchange Solutions teams (legacy MRO), or other corporate teams. The Service Desk Senior Supervisor has responsibility for management of the Service Desk and call center operations, spanning our combined support platforms, Freshdesk and Jira Service Management (JSM) issue resolution or escalation, and team performance.

Responsibilities

• Manage the Service Desk and call center team, including staffing, training, supervision, and performance evaluation. Own talent management for the team - recruiting, onboarding, career development, and succession planning - to build a high-performing, engaged support organization. Direct reports may physically reside in the United States and/or India working remotely or in an MRO corporate office.
• Oversee day-to-day Service Desk and call center operations across our combined support platforms (Freshdesk and Jira Service Management (JSM)) to resolve reported technology related user issues. Implement effective ticket and call triage, assignment, diagnosis, escalation, and resolution processes. Maintain SLA and other performance metrics.
• Provide escalation management, in partnership with other Support Supervisors, to review and accelerate resolution for requested support items by working with individual contributors and leaders inside and outside of Support Operations.
• Train and mentor Service Desk Analysts and call center agents to develop strong troubleshooting, phone/call handling, and customer service capabilities. Provide real-time support and guidance to ensure excellent user outcomes.
• Use analytics and reporting across Freshdesk and JSM to recognize patterns and trends in ticket and call volumes, and take appropriate, proactive actions to address short-term and long-term issues impacting user experience.
• Support user’s technical platform consisting of hardware - including BYOD equipment, virtual desktop environment, standard software applications, MRO applications, internet/networking, access/security, etc. Provide new employees with technical onboarding.
• Establish documented Service Desk and call center processes and systems, spanning Freshdesk and JSM, that ensure consistent achievement of targeted SLA performance, staff productivity, client/stakeholder satisfaction, quality, and other operational metrics.
• Engage cross-functionally to promote collaboration in developing continuous process improvement initiatives that enhance the team’s operational performance, customer service and morale.
• Support direct ticket resolution when staffing levels or demand require. Although this is not the Supervisor’s primary responsibility, all MRO technology Support Operations leaders are expected to contribute as needed to meet business objectives, reduce downtime, and maintain high customer satisfaction.
• Flexible Availability expected – potential to work occasional evening and weekend shifts
• As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this job description may not comprehensively account for future activities, responsibilities, and priorities—these may evolve right along with us! 

Qualifications

Required Abilities, Education, and Skills: 5+ years’ experience in a system/service desk support role, including call center environments. 2+ years current or previous supervisory or management experience leading a technical Service Desk or call center team, including talent management responsibilities such as hiring, coaching, and/or performance management. Hands-on experience with Freshdesk, Jira Service Management (JSM), or similar combined ticketing/call center platforms. Comfortability with procuring and analyzing data, building analytics and reporting, and identifying trends. Current or previous experience supervising a remote workforce. Ability to effectively manage competing priorities with a sense of urgency. Excellent communication skills with internal and external customers. Service-oriented mentality – Actively looking for ways to help people; take initiative and be proactive. Enjoy problem-solving and do not become discouraged when facing a roadblock.

Preferred Abilities, Education and Skills:  Bachelor’s degree or equivalent work experience. Remote work experience. Experience administering or configuring Freshdesk and/or Jira Service Management (JSM). Familiarity with call center platforms (Genesys, Talkdesk, or equivalent) and workforce management or analytics/reporting tools. Experience using AI tooling, such as Microsoft Copilot or Claude, to aggregate data, support decision making, or product presentation-ready artifacts. Experience with Microsoft administrative platforms, including Office365, Active Directory, and Entra.

Supervisory Responsibilities: Direct manager of Service Desk Analysts (e.g., Senior Service Desk Analyst) across varying levels of seniority and hierarchy. Multiple Supervisors work across service lines and geographic boundaries which may occasionally require management of non-direct-reporting team members to support planned PTO, major incidents, or project initiatives.

Total CompensationBase pay is one element of the total compensation package. Eligible employees may also receive an annual cash bonus and have access to a comprehensive benefits offering, including medical, dental, vision, life insurance, and a 401(k) plan.

Salary Range It is not typical for an individual to be hired at or near the top of the range. Individual pay may be influenced by factors such as skills, qualifications, experience, licensure, certifications, geographic location, and internal equity.

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