Information Technology Help Desk Supervisor (Night Shift)

Position Summary

The IT Service Desk Supervisor plays a critical leadership role in the daily operations of our global Service Desk. This position provides frontline oversight for a team of Tier 1 and Senior Agents delivering 24x7 support to users across the firm. You will guide team performance, support escalation management, and uphold service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.

As part of our modern End User Services & Solutions organization, the Supervisor helps translate strategy into action, ensuring our frontline teams are equipped, engaged, and aligned to deliver scalable, user-centered support. This role blends technical expertise with people leadership, modeling the culture of ownership, empathy, and relentless improvement that underpins our vision.

Core Responsibilities

Lead daily operations for your assigned pod of Service Desk Agents and Senior Agents

Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence

Provide guidance and support on complex or high-impact tickets escalated within your pod

Monitor ticket quality, documentation standards, and user communication, providing coaching as needed

Conduct performance check-ins and promote professional development through mentoring and feedback

Ensure effective onboarding and ramp-up of new hires within your pod

Drive adoption of knowledge articles and contribute to continuous improvement of support documentation

Analyze trends and recurring issues to identify training gaps or process improvement opportunities

Collaborate with peer Supervisors to ensure consistency in service delivery across pods

Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths

Lead by example in customer interactions during peak demand or critical incidents

Support reporting needs by contributing pod-level metrics and performance summaries

Required Qualifications :

5+ years of experience in IT support, with at least 1–2 years in a team lead, senior agent, or supervisory role

Experience managing day-to-day performance and service delivery within a support team

Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting

Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent

Proven ability to coach, develop, and support frontline staff in a high-volume environment

Effective communicator who can lead with clarity, empathy, and accountability

Strong analytical and documentation skills with a focus on measurable outcomes

Preferred Qualifications :

Experience operating within a pod or team-based support model

ITIL Foundation certification or working knowledge of ITIL practices

Prior experience in a 24x7 support environment, especially across global time zones

Exposure to WFM tools or performance analytics platforms

Familiarity with firm-specific applications such as CaseWare or CCH Axcess

Work Environment & Shift Expectations :

Must be available to support rotational shifts as part of a global 24x7 model

Responsible for leading and developing your assigned pod, while aligning with broader team strategy

Expected to actively participate in cross-pod collaboration, continuous improvement efforts, and team-wide initiatives