Service Desk Supervisor Jobs
Service Desk Supervisor jobs are open across IT services, healthcare, financial services, and managed service providers, at every level from team lead to senior supervisor, with specializations in ITSM, help desk operations, and technical support management. See the openings below and apply to the ones that match your experience.
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Showing 5 of 19+ Service Desk Supervisor jobs
Why 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:
DaysService Desk Supervisor Jobs by Experience Level
See All 19 Service Desk Supervisor Jobs
Find roles that match your experience and apply in just a few clicks.
Find Service Desk Supervisor JobsService Desk Supervisor Job Market
Who's Hiring
Top Industries Hiring
- Staffing & Recruiting
What Employers Look For
The qualifications that appear most often in service desk supervisor jobs.
- Three to five years of experience in IT service desk or technical support roles
- Proven experience supervising or leading a team of support technicians
- Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, or Freshservice
- ITIL Foundation certification or equivalent service management framework knowledge
- Strong understanding of SLA management, ticketing workflows, and escalation procedures
- Associate or bachelor's degree in information technology, computer science, or a related field
Tips for Your Service Desk Supervisor Job Search
Quantify ticket volume and resolution metrics
Hiring managers for service desk supervisor roles want to see numbers. Include average daily ticket volume you managed, first-call resolution rates you improved, and team size you led. Vague claims about 'improving performance' won't hold up against candidates who show measurable results.
Certify in ITIL before you apply
ITIL Foundation certification appears in a large share of service desk supervisor postings. If you don't have it, completing the certification before applying to mid-level and senior roles removes a common screening filter and signals you understand service management frameworks at a structural level.
Apply early to roles that fit
Migrate Mate lists service desk supervisor openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Target postings that match your ITSM platform experience
Service desk supervisor roles are often tied to a specific platform, such as ServiceNow, Jira Service Management, or Freshservice. Filter your search by the tool your current experience covers. Applying where your platform knowledge aligns directly reduces ramp-up concerns for the hiring team.
Prepare for scenario-based interview questions
Expect interviewers to present conflict scenarios: a technician missing SLA targets, a backlog spike during a system outage, or a team member struggling with a process change. Rehearse structured responses using real situations from your previous role, focusing on the decision you made and the outcome.
Negotiate scope alongside compensation
When you receive an offer, clarify team size, budget authority, and escalation ownership before accepting. Service desk supervisor roles vary widely in actual decision-making power. Confirming what you'll directly control gives you a clearer picture of the role and a stronger basis for negotiating compensation.
Service Desk Supervisor Jobs: Frequently Asked Questions
Which companies are hiring the most service desk supervisors?
The most active employers for service desk supervisors right now are U.S. House of Representatives, SAIC, and Jobot, and the most openings are in Indiana, Arizona, and Wisconsin, based on current listings on Migrate Mate as of November 2026. Demand is particularly concentrated in managed service providers and large enterprise IT departments.
How many service desk supervisor jobs are remote?
About 29% of service desk supervisor openings are fully remote or hybrid as of November 2026, with remote availability more common for roles focused on process oversight and reporting than for positions that require on-site presence to manage floor operations or hands-on technician teams directly.
How do you become a service desk supervisor?
Start by building several years of hands-on experience as a service desk analyst or technician so you understand the work you'll eventually oversee. Develop leadership visibility by training new staff, owning escalations, or leading process improvement projects. Earning an ITIL Foundation certification and gaining proficiency in a major ITSM platform positions you as a credible candidate when supervisor roles open up.
Can you get a service desk supervisor job with little experience?
Moving into a service desk supervisor role with limited experience is possible if you've demonstrated informal leadership within a support team, such as mentoring colleagues, handling escalations, or documenting procedures. Some smaller organizations or managed service providers promote from within based on reliability and technical competence rather than years of experience alone. Pairing that background with ITIL certification strengthens your case.
What does the service desk supervisor interview process look like?
The process typically starts with a recruiter or HR screen to verify your background and baseline expectations, followed by a technical or operational interview with a service delivery manager. A second round often includes scenario-based questions about team performance, SLA management, and conflict resolution. Some employers add a final interview with a director of IT or operations before extending an offer.
Where can I find and apply to service desk supervisor jobs?
You can find and apply to service desk supervisor jobs on Migrate Mate, which lists current openings from employers across the United States. Search for roles that match your experience level and ITSM background, then apply directly to each listing that fits.
See All 19 Service Desk Supervisor Jobs
Find roles that match your experience and apply in just a few clicks.
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