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Service Desk Supervisor

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Intratek Computer, Inc.

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Location:
United States , Centennial

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Intratek is seeking an experienced Service Desk Supervisor to lead day-to-day Service Desk operations supporting our Sierra Space contract. This role is hands-on, highly visible, and critical to ensuring consistent, high-quality IT support. The ideal candidate is a strong people leader, operationally disciplined, metrics-driven, and prepared to step into the phone queue when business needs require.

Job Responsibility:

  • Lead and manage daily Service Desk operations to ensure efficient, reliable, and high-quality user support
  • Monitor phone systems and ticket queues, maintaining coverage and responding proactively to call spikes
  • Oversee incident management, problem resolution, and request fulfillment
  • Escalate complex issues to appropriate technical teams to ensure timely resolution
  • Monitor Jira Service Management (JSM) queues and track service metrics
  • Supervise, coach, and support Service Desk technicians
  • Assign tickets, manage schedules, and monitor individual and team performance
  • Conduct weekly QA reviews for each team member, including documented coaching steps
  • Assist with hiring, onboarding, and training of Service Desk staff
  • Deliver training on JSM, CXone phone system, Active Directory, and Microsoft Configuration Manager
  • Own the creation and maintenance of all Knowledge Base documentation
  • Identify and implement process improvements to enhance efficiency and service quality
  • Develop and maintain Excel spreadsheets for reporting and metrics tracking
  • Be prepared to enter the phone queue during staffing shortages or periods of high call volume

Requirements:

  • Proven experience supervising or leading an IT Service Desk or Help Desk team
  • Strong knowledge of IT Service Desk operations and service delivery best practices
  • Experience with Jira Service Management or similar ticketing systems
  • Proficiency in Microsoft Excel, Word, and OneDrive
  • Demonstrated ability to coach, mentor, and hold staff accountable
  • Ability to work extended hours, overtime, or weekends as operational needs require

Nice to have:

  • Experience supporting government, aerospace, or high-security contracts
  • Hands-on experience with CXone, Active Directory, and Microsoft Configuration Manager
  • Strong analytical and metrics-driven mindset
What we offer:
  • Medical benefits
  • Paid vacation
  • Paid holidays

Additional Information:

Job Posted:
February 14, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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