M3 Networks

Service Desk Supervisor – Helpdesk Supervisor

M3 Networks

full-time

Posted on:

Location Type: Hybrid

Location: Southlake • Texas • United States

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About the role

  • Own daily service desk performance including ticket flow, prioritization, documentation, and resolution quality.
  • Actively work tickets across all levels including complex and escalated issues.
  • Serve as the primary escalation point for service desk incidents and client concerns.
  • Ensure consistent adherence to service standards, response expectations, and communication guidelines.
  • Manage escalated tickets with urgency, professionalism, and clear communication.
  • Communicate directly with VIP and executive level clients to address concerns and set expectations.
  • Create, implement, monitor, and report on Service Level Agreements.
  • Ensure ongoing SLA compliance across response times, resolution times, and service quality.
  • Partner with leadership to align service desk processes with organizational goals.
  • Hold weekly meetings with technical staff to review performance, escalations, trends, and priorities.
  • Coach, develop, and hold service desk staff accountable to performance and communication standards.

Requirements

  • Minimum of 5 years experience working in a Managed Services Provider environment.
  • Minimum of 5 years experience in a management or supervisory role.
  • Strong technical foundation with the ability to troubleshoot across multiple systems and environments.
  • Proven experience handling escalations and complex technical issues.
  • Demonstrated ability to communicate effectively with technical teams, non technical users, and VIP stakeholders.
  • Experience creating, managing, and reporting on Service Level Agreements.
  • Hands on experience with ticketing systems and service desk workflows.
Benefits
  • Service Desk Operations and Leadership - Own daily service desk performance including ticket flow, prioritization, documentation, and resolution quality
  • Actively work tickets across all levels including complex and escalated issues.
  • Serve as the primary escalation point for service desk incidents and client concerns.
  • Ensure consistent adherence to service standards, response expectations, and communication guidelines.
  • Escalation Management and VIP Support - Manage escalated tickets with urgency, professionalism, and clear communication.
  • Communicate directly with VIP and executive level clients to address concerns and set expectations.
  • Lead service recovery efforts during high impact incidents to restore confidence and trust.
  • SLA Ownership and Service Quality - Create, implement, monitor, and report on Service Level Agreements.
  • Ensure ongoing SLA compliance across response times, resolution times, and service quality.
  • Identify trends, risks, and recurring issues impacting SLA performance and drive corrective actions.
  • Conduct regular reviews and audits to ensure service delivery aligns with contractual commitments.
  • Ticketing Systems and Process Improvement - Lead the implementation, optimization, and auditing of the ticketing system.
  • Enforce ticketing standards including documentation quality, time tracking, and workflow adherence.
  • Identify inefficiencies and implement practical improvements that support scalability and consistency.
  • Partner with leadership to align service desk processes with organizational goals.
  • Team Leadership and Collaboration - Hold weekly meetings with technical staff to review performance, escalations, trends, and priorities.
  • Coach, develop, and hold service desk staff accountable to performance and communication standards.
  • Support onboarding and ongoing skill development for service desk team members.
  • Foster a culture of ownership, professionalism, and continuous improvement.
  • Project and Cross Functional Work - Participate in internal projects related to service delivery, tools, and process improvements.
  • Coordinate with engineering, projects, and leadership teams to ensure smooth handoffs and alignment.
  • Balance reactive service desk demands with proactive project responsibilities.
  • Business Outcomes and Quarterly Goal Support - Partner with service delivery leadership to support and execute quarterly business goals.
  • Translate quarterly objectives into clear service desk priorities, metrics, and action plans.
  • Track and report progress toward quarterly goals while identifying risks early.
  • Balance service quality with efficiency to support profitability and scalability.
  • Understand how service desk performance impacts utilization, margins, and client health.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingescalation managementService Level Agreementsticketing systemsservice desk workflows
Soft Skills
communicationprofessionalismcoachingaccountabilityclient management