wilsonelser
IT Support Operations Supervisor
At a Glance
- Location
- United States
- Posted
- 2026-02-19T16:49:25-05:00
Key Requirements
Required Skills
Certifications
- CompTIA
- ITIL
Domain Knowledge
- Education
- Insurance
- Medical
Benefits & Perks
nefits: Outstanding benefits package, including 401k match and generous PTO
Requirements
ITIL 4 Foundation preferred
Thorough understanding of PC hardware and software
Windows 10 and Windows 11
Understanding call center phone systems
Desktop client and web-based applications
Cloud services (Azure)
Responsibilities
This role is responsible for operational oversight of the firm’s outsourced Service Desk provider and ensuring alignment with internal IT support teams, including onsite support and the developing Level 2 support function.
The Help Desk Supervisor will ensure vendor performance, knowledge accuracy, and service readiness for new technology deployments, while supporting ITSM initiatives aligned to the firm’s service delivery roadmap.
Serve as the primary operational liaison between the firm and outsourced Service Desk vendor.
Monitor daily Service Desk queue health and escalate risks related to backlog, aging, or SLA compliance as needed.
Escalate recurring incident trends requiring technical review by internal Level 2 support teams.
Review QA results provided by vendor and identify coaching opportunities.