IT Service Desk Supervisor Jobs
IT Service Desk Supervisor jobs are open across healthcare, government, financial services, and managed IT services, from team lead to senior supervisor level, with specializations in ITIL service management, tier-escalation operations, and enterprise help desk leadership. Find a role that fits below and apply directly.
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See related jobsWhy ThedaCare?
Living A Life Inspired!
Our new vision at ThedaCare is bold, ambitious, and ignited by a shared passion to provide outstanding care. We are inspired to reinvent health care by becoming a proactive partner in health, enriching the lives of all and creating value in everything we do. Each of us are called to take action in delivering higher standards of care, lower costs and a healthier future for our patients, our families, our communities and our world.
At ThedaCare, our team members are empowered to be the catalyst of change through our values of compassion, excellence, leadership, innovation, and agility. A career means much more than excellent compensation and benefits. Our team members are supported by continued opportunities for learning and development, accessible and transparent leadership, and a commitment to work/life balance. If you’re interested in joining a health care system that is changing the face of care and well-being in our community, we encourage you to explore a future with ThedaCare.
Benefits, with a whole-person approach to wellness –
-
Lifestyle Engagement
- e.g. health coaches, relaxation rooms, health focused apps (Wonder, Ripple), mental health support
- Access & Affordability
- e.g. minimal or zero copays, team member cost sharing premiums, daycare
About ThedaCare!
Summary :
This role provides overall leadership and operational oversight of the Service Desk team, ensuring employees are effectively recruited, onboarded, trained, developed, and supported to deliver exceptional customer service. The position is responsible for setting clear performance expectations, monitoring individual and team results, coaching staff for continuous improvement, and fostering a culture of accountability, collaboration, and professional growth. Through ongoing mentoring, performance management, and employee engagement efforts, the role works to build a high-performing team that consistently meets organizational goals and service expectations.In addition, the role is responsible for managing Service Desk operations through process improvement, project coordination, resource planning, budget support, and change management. This includes developing and maintaining procedures, monitoring service metrics, ensuring staffing and resources are aligned to operational demands, and partnering with leaders, customers, vendors, and IT teams to achieve strategic objectives. The position also supports long-range planning efforts, communicates organizational and technical changes to staff, and promotes an environment of trust, strong communication, and continuous service excellence across the organization.
Job Description:
JOB RESPONSIBILITIES:
- Lead and oversee daily Service Desk operations, ensuring the delivery of high-quality, customer-focused IT support services.
- Recruit, onboard, train, coach, and develop team members to build a skilled, engaged, and high-performing workforce.
- Establish performance expectations, service standards, and operational goals; monitor results and drive accountability.
- Conduct performance evaluations, provide ongoing feedback, and manage employee development and corrective action processes as needed.
- Plan, prioritize, assign, and evaluate team workloads, operational activities, and project-related tasks to ensure efficient service delivery.
- Develop, implement, and continuously improve Service Desk processes, procedures, workflows, and communication practices.
- Monitor service metrics, customer satisfaction, productivity, and operational performance, implementing improvements to achieve service targets.
- Collaborate with IT leadership, business partners, vendors, and cross-functional teams to support organizational initiatives and resolve issues.
- Assist with budget planning, resource management, staffing strategies, and project resource allocation to support operational objectives.
- Ensure effective change management by keeping the Service Desk informed of system, application, and infrastructure changes through participation in Change Review Board (CRB) activities and organizational communications.
- Perform other duties as assigned, including actively supporting and participating in day-to-day Service Desk operations as needed to meet business and customer service needs.
QUALIFICATIONS:
Experience: Three to five years of experience in service desk support or relevant technical administration experience, preferable in a hospital or healthcare setting is required. Experience should include a minimum of two years of experience in a senior technical position supporting infrastructure and services and in a customer service role with high customer satisfaction goals.
EDUCATION PREFERRED: Bachelor’s Degree is preferred.
QUALITIES:
-
Ability to support, advance and live our mission and evidence of such:
- Mission – Our reason for Being - To advance the health of our communities through excellence and discovery, inspiring each person to live their unique best life
-
Ability to support, advance and work toward our vision and evidence of such.
- Vision - Who we Aspire to be - To be your trusted partner, transforming health care for everyone every day
- Commitment to and evidence of demonstrating our guiding principles.
Scheduled Weekly Hours:
40Scheduled FTE:
1Location:
Corporate - 222 Building - Appleton,WisconsinOvertime Exempt:
YesWorker Shift Details:
DaysWhy ThedaCare?
Living A Life Inspired!
Our new vision at ThedaCare is bold, ambitious, and ignited by a shared passion to provide outstanding care. We are inspired to reinvent health care by becoming a proactive partner in health, enriching the lives of all and creating value in everything we do. Each of us are called to take action in delivering higher standards of care, lower costs and a healthier future for our patients, our families, our communities and our world.
At ThedaCare, our team members are empowered to be the catalyst of change through our values of compassion, excellence, leadership, innovation, and agility. A career means much more than excellent compensation and benefits. Our team members are supported by continued opportunities for learning and development, accessible and transparent leadership, and a commitment to work/life balance. If you’re interested in joining a health care system that is changing the face of care and well-being in our community, we encourage you to explore a future with ThedaCare.
Benefits, with a whole-person approach to wellness –
-
Lifestyle Engagement
- e.g. health coaches, relaxation rooms, health focused apps (Wonder, Ripple), mental health support
- Access & Affordability
- e.g. minimal or zero copays, team member cost sharing premiums, daycare
About ThedaCare!
Summary :
This role provides overall leadership and operational oversight of the Service Desk team, ensuring employees are effectively recruited, onboarded, trained, developed, and supported to deliver exceptional customer service. The position is responsible for setting clear performance expectations, monitoring individual and team results, coaching staff for continuous improvement, and fostering a culture of accountability, collaboration, and professional growth. Through ongoing mentoring, performance management, and employee engagement efforts, the role works to build a high-performing team that consistently meets organizational goals and service expectations.In addition, the role is responsible for managing Service Desk operations through process improvement, project coordination, resource planning, budget support, and change management. This includes developing and maintaining procedures, monitoring service metrics, ensuring staffing and resources are aligned to operational demands, and partnering with leaders, customers, vendors, and IT teams to achieve strategic objectives. The position also supports long-range planning efforts, communicates organizational and technical changes to staff, and promotes an environment of trust, strong communication, and continuous service excellence across the organization.
Job Description:
JOB RESPONSIBILITIES:
- Lead and oversee daily Service Desk operations, ensuring the delivery of high-quality, customer-focused IT support services.
- Recruit, onboard, train, coach, and develop team members to build a skilled, engaged, and high-performing workforce.
- Establish performance expectations, service standards, and operational goals; monitor results and drive accountability.
- Conduct performance evaluations, provide ongoing feedback, and manage employee development and corrective action processes as needed.
- Plan, prioritize, assign, and evaluate team workloads, operational activities, and project-related tasks to ensure efficient service delivery.
- Develop, implement, and continuously improve Service Desk processes, procedures, workflows, and communication practices.
- Monitor service metrics, customer satisfaction, productivity, and operational performance, implementing improvements to achieve service targets.
- Collaborate with IT leadership, business partners, vendors, and cross-functional teams to support organizational initiatives and resolve issues.
- Assist with budget planning, resource management, staffing strategies, and project resource allocation to support operational objectives.
- Ensure effective change management by keeping the Service Desk informed of system, application, and infrastructure changes through participation in Change Review Board (CRB) activities and organizational communications.
- Perform other duties as assigned, including actively supporting and participating in day-to-day Service Desk operations as needed to meet business and customer service needs.
QUALIFICATIONS:
Experience: Three to five years of experience in service desk support or relevant technical administration experience, preferable in a hospital or healthcare setting is required. Experience should include a minimum of two years of experience in a senior technical position supporting infrastructure and services and in a customer service role with high customer satisfaction goals.
EDUCATION PREFERRED: Bachelor’s Degree is preferred.
QUALITIES:
-
Ability to support, advance and live our mission and evidence of such:
- Mission – Our reason for Being - To advance the health of our communities through excellence and discovery, inspiring each person to live their unique best life
-
Ability to support, advance and work toward our vision and evidence of such.
- Vision - Who we Aspire to be - To be your trusted partner, transforming health care for everyone every day
- Commitment to and evidence of demonstrating our guiding principles.
Scheduled Weekly Hours:
40Scheduled FTE:
1Location:
Corporate - 222 Building - Appleton,WisconsinOvertime Exempt:
YesWorker Shift Details:
DaysIT Service Desk Supervisor Jobs by Experience Level
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Find JobsIT Service Desk Supervisor Job Market
Who's Hiring
What Employers Look For
The qualifications that appear most often in IT service desk supervisor jobs.
- Three to five years of IT help desk or service desk experience, including supervisory or team lead responsibility
- Proficiency with ITSM ticketing platforms such as ServiceNow, Jira Service Management, or Remedy
- ITIL Foundation certification or demonstrable knowledge of ITIL service management principles
- Experience managing SLA compliance, escalation workflows, and performance reporting for a support team
- Strong communication skills for handling executive escalations, vendor coordination, and team coaching
- Associate or bachelor's degree in information technology, computer science, or a related field
Tips for Your IT Service Desk Supervisor Job Search
Quantify your team and ticket metrics
Hiring managers want numbers, not vague claims. Replace 'managed a team' with the headcount you supervised and the ticket volume your team resolved. If you reduced average resolution time, state the before-and-after. Specific figures make your resume stand out from generic IT management candidates.
Highlight ITIL and service-management credentials
Many it service desk supervisor postings list ITIL Foundation or ITIL 4 certification as a preferred or required qualification. If you hold it, place it prominently near the top of your resume. If you don't, note any formal service-management training you've completed so it isn't overlooked.
Target postings by escalation scope and team size
Job titles vary widely: some roles own a five-person tier-one desk, others lead 30-person multi-tier operations. Filter your search by team size language in the posting, such as references to tier-two escalation, NOC coordination, or shift supervision, to find roles that match your actual experience level.
Apply early to roles that fit
Migrate Mate lists it service desk supervisor openings from across the United States in one place, so you can find roles that match your background and apply directly to each listing. Applying early gives your application more visibility before a posting fills.
Prepare for scenario-based interview questions
Interviewers for supervisory desk roles consistently ask how you handle an angry escalation call while your team is at full queue capacity. Prepare two or three concrete examples from past roles that demonstrate triage judgment, staff coaching in real time, and clear communication under pressure.
Negotiate scope, not just compensation
When an offer arrives, clarify what you own beyond day-to-day supervision, including budget authority over tooling, input on staffing decisions, and whether you have a path to IT operations or infrastructure management. Scope defines career trajectory as much as the base offer does.
IT Service Desk Supervisor Jobs: Frequently Asked Questions
Which companies are hiring the most it service desk supervisors?
The most active employers for it service desk supervisors right now are U.S. House of Representatives, ThedaCare, and Slate Auto, and the most openings are in District of Columbia, Indiana, and Hawaii, based on current listings on Migrate Mate as of November 2026. Healthcare systems, federal contractors, and large managed service providers tend to post the most consistent volume.
How do you become a it service desk supervisor?
Start by building several years of hands-on experience as a tier-one or tier-two support analyst so you understand every level of the work your future team handles. Take on informal leadership responsibilities like onboarding new hires or running shift handoffs. Earn an ITIL Foundation certification to demonstrate service-management fluency. Then apply to team lead roles as a bridge before moving into full supervisor positions.
How do you get hired as an it service desk supervisor with limited experience?
Focus on roles titled help desk team lead or service desk coordinator, which are common stepping stones that do not always require prior formal supervisory experience. Emphasize any time you coached a colleague, owned a knowledge-base article, or led a process improvement on your current team. Demonstrating accountability and initiative in a non-supervisory role often matters more to hiring managers than a title alone.
What does the it service desk supervisor interview process look like?
Most processes start with a recruiter screen to confirm experience and availability, followed by a technical interview covering ITSM tool familiarity and service-management concepts. A panel interview with an IT operations manager or director typically includes behavioral questions about escalation handling and team performance. Some employers add a practical exercise asking you to review a sample SLA report or propose a process improvement before extending an offer.
Where can I find and apply to it service desk supervisor jobs?
You can find and apply to it service desk supervisor jobs on Migrate Mate, which lists current openings from across the United States. Search the listings to find roles that match your experience and location preference, then apply directly to each one that fits.
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