IT Service Operations Supervisor
$79,269–$90,000 year
On-siteMilwaukee, Wisconsin, United States
Job Summary
Lead daily operations of a high-performing IT support team in a hybrid environment, supervising Service Desk and End User Compute technicians. Manage call center activities, conduct coaching and performance management, and balance workloads to ensure SLA compliance and operational efficiency. Drive reporting, monitor metrics, and oversee ticket queues and escalations using service management tools. Provide Level-3 technical guidance for complex incidents involving Windows, Microsoft 365, Active Directory, and networking fundamentals while supporting ITIL-based incident and change management processes. Foster a culture of accountability and continuous improvement by optimizing workflows, maintaining knowledge bases, and promoting ITIL 4 best practices.
Required Qualifications
- Current Resident of Wisconsin
- Associate's Degree or higher (equivalent experience will be considered)
- Valid WI Driver's License and must be maintained throughout employment
- At least three (3) years of experience in Information Technology (IT) Support Services
- At least One (1) year of experience leading or supervising an IT Service Desk or technical support team
- Experience managing support operations call center or enterprise IT environment
- Proven experience with enterprise communications, SLA Management, reporting, and operational metrics
- Hands-on experience with ServiceNow and/or ServiceDesk Plus, Windows environments, Microsoft 365, Active Directory/Azure AD/Entra ID, Mobile device management, Networking fundamentals
- Experience supporting ITIL-based service delivery environments
- Ability to lift, carry, push, and pull up to 30lbs regularly
- Must show passion for providing quality services
Desired Qualifications
- Professional certifications in operations or service management ( Examples PMP, Lean Six Sigma)
- Service Management or Help Desk Institute Certification
- Experience with process improvement initiatives and service optimization
- Strong troubleshooting and escalation management skills
- Experience supporting hybrid and distributed workforces
- Application development experience
- Strong leadership and team development skills
- Excellent customer service and communication skills
- Analytical mindset with strong reporting and problem-solving skills
- Ability to manage competing priorities in a fast-paced environment
- Strong organizational and documentation skills
- Collaborative approach with cross-functional teams
- Proven experience in IT service and operational management roles
- Strong understanding of operational frameworks, process optimization, and performance management
- Proficiency in using data analytics tools and systems to inform decision-making
- Evolve service delivery by leading multi-disciplinary teams
- Experience in ensuring the service team is focused and in explaining IT issues to stakeholders of all knowledge levels and seniority
- The ability to prioritize and direct resolver groups during incident/problem resolution
- Experience in direct and matrix management
- Experienced in the IT Change and Governance processes
- Ability to communicate compellingly with all levels of management and across all functional areas – both written and oral
- Fluent in IT Services frameworks – ITIL Foundation
- Strong leadership and interpersonal skills, capable of motivating and developing teams
- Exceptional organizational skills
- Excellent people skills
- Excellent customer and executive-level verbal and written communication skills
- The ability to work under pressure
- Ability to motivate and hold staff accountable
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