Service Desk Supervisor

Service Desk Supervisor

Arraya Solutions is looking for a Service Desk Supervisor to join our Managed Services team! As the Service Desk Supervisor, you will be the front-line supervisor for our Service Desk team and report to the Service Desk Manager.  This role will include items such as maintaining coverage by setting the schedule, addressing ticket escalations, and being the first point of escalation for issues from the Service Desk.  Other duties will include onboarding of new customers into service desk, resource planning, and process documentation. This role will work closely with the Service Desk Manager to maintain and exceed SLA’s.


  • Supervision of daily activities for Service Desk technicians
  • Perform audits of completed tickets for compliance using ITIL best practices
  • Provide feedback on daily work activities to assist with mentoring technicians
  • Support direct escalation of incidents and requests from within the service desk team
  • Ensures that activities are being performed, and all process issues are escalated to the Service Desk Manager
  • Provides regular status reports to the Service Desk Manager
  • Coordinate onboarding of new service desk technicians
  • Supports onboarding and offboarding customers
  • Develops documenting any new or repeatable procedures with the goal of increasing First Contact Resolution (FCR)
  • Upkeep customer information and procedures in our knowledgebase
  • Ability to follow items through to completion, specifically, around process improvements
  • Setting the schedule and verifying coverage for 24 x7 environment
  • Complete annual reviews and participate in hiring process


  • 5+ years of technology experience in Customer Service, Incident and Problem Management, and strong understanding of ITIL and incident management practices
  • 3+ years in a lead or supervisory role
  • Understanding of scope and scope boundaries will be helpful
  • Must be able to understand the technologies at high level and delegate tasks based on priority and resource availability
  • Demonstrated experience being organized and process driven
  • Experience managing incidents and problems in one or more enterprise class ITSM platforms (ServiceNow, BMC Remedy, SolarWinds, ManageEngine, Kaseya)
  • Experience with network monitoring tools, technologies, and processes
  • Strong communication skills a must
  • Experience working in a call center environment is a plus
  • ITIL v3 or v4 certification or training a plus

Job Type & Expectations

  • This is a full-time position, (40) hours/week
  • Work is performed in a 24×7 operations environment
  • Must be available to work weekends and holidays as needed

If you want to work in an exciting, fast-paced environment with an opportunity for learning and development, please reach out to us today! Send your cover letter and resume to hiring@arrayasolutions.com or CLICK HERE to apply!