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Xantrion Logo Xantrion · IT - Administration

Service Desk Supervisor

United States, Pasadena 75000.00 - 90000.00 USD / Year · Job Posted February 16, 2026
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Job Description

The overall performance objective of the Service Desk Supervisor is to provide strong leadership, coaching and development for the Service Desk team that primarily works onsite with clients. In doing so, the Supervisor helps accomplish the mission of the firm by ensuring that customers are completely satisfied with our work and recommend us to others, employees find their jobs challenging and their work environment to be collegial and fun, and work is accomplished according to company guidelines, applicable laws and best practices.

Job Responsibility

  • Provide strong leadership, coaching and development for the Service Desk team
  • Meet regularly with direct reports to discuss workload, performance, projects, etc., providing coaching and employee development as necessary
  • Conduct formal performance reviews regularly with direct reports
  • Participate in hire and fire decisions
  • Train new employees on Xantrion policies, procedures, technologies, and resources
  • Set priorities and manage day to day workload ensuring that service level agreements are being met
  • Manage staffing, working with the Dispatch team to ensure proper allocation of resources
  • Assist in resolving day to day technical issues as needed
  • Follow up on negative CSATs by reaching out directly to the client
  • Coordinate sick and vacation coverage
  • Identify resources and/or develop training materials as needed
  • Development, tracking and improvement of relevant metrics of team performance
  • Approve timesheets
  • Utilize company incident/change management systems
  • Carry a smartphone and participate in rotating on call schedule as a manager
  • Meet with your manager and direct reports regularly to discuss opportunities and achievements
  • Encourage direct reports to engage in continuing education
  • Work independently on tasks with minimal guidance
  • Recommend process and technology improvements, as appropriate
  • Deliver regular status updates to support team, management, and customers
  • Performs other duties or special projects as assigned

Requirements

  • Bachelor’s Degree or relevant professional experience
  • 5+ years of relevant work experience
  • 2+ years of previous people management experience or in a Lead position preferred
  • Strong leadership skills with the ability to coach, train and motivate a team
  • Experience providing employee feedback around performance and working through development opportunities
  • Excellent communication skill
  • Basic technical understanding of the following concepts preferred: Managing Windows servers in diverse environments
  • Microsoft Active Directory and Exchange mail servers
  • IP networks and IP addressing
  • SMTP, DNS, DHCP, VLANs, and routing
  • VoIP
  • Strong diagnostic and analytical skills
  • Ability to quickly and accurately determine incident scope and impact
  • Ability to multitask with an appropriate sense of urgency
  • Strong understanding of human resource management principles, practices, and procedures, including experience interviewing, hiring and firing decisions preferred
  • Strong written, oral, and interpersonal communication skills
  • Ability to present ideas in business-friendly and user-friendly language
  • Ability to follow established operating procedures
  • Strong attention to detail
  • Experience working in a team-oriented, collaborative environment
  • Demonstrated interpersonal skills, able to foster strong relationships internally and externally
  • Ability to work constructively with others as part of a team
  • Demonstrate a positive attitude
  • Efficient time management skills

What we offer

  • 100% of medical, dental, and vision for you and your family
  • Certification and training reimbursement
  • 17 Days PTO per year (in addition to training allowance)
  • 401K match up to 4% of salary
  • Bonuses for referring new clients or employees
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