IT Service Desk Supervisor

The IT Service Desk Supervisor's role is to lead and continuously improve IT Service Desk operations by developing team members, driving service quality, coordinating major incident response, maintaining effective support processes, and ensuring a consistent, high-quality support experience for employees and business partners.

Essential FunctionsLead, coach, mentor, and develop Service Desk staff.Support hiring, onboarding, goal setting, performance management, and career development while building a culture of accountability, collaboration, and customer service.Oversee daily Service Desk operations and support delivery. Monitor workload, service levels, ticket activity, and team performance to ensure support is timely, consistent, and aligned to business needs.Serve as an escalation point for complex customer and technical issues. Coordinate with the appropriate technology teams to support timely resolution and clear communicationLead coordination during major incidents and service disruptions. Support clear communication, escalation, resolution activities, post-incident reviews, and follow-up actions.Identify recurring issues, support root cause analysis, and help implement improvements that reduce repeat incidents and improve service quality.Maintain support procedures, technical documentation, knowledge resources, and self-service content. Ensure information is accurate, current, easy to find, and easy to follow.Track service levels, service trends, ticket activity, and team performance. Provide reporting and recommendations to leadership in coordination with ITSM/ServiceNow.Build strong working relationships with employees, business partners, and technology teams. Address recurring pain points, support service-related initiatives, and provide input on support model improvements.Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.