Service Desk Supervisor

TL;DR

Service Desk Supervisor: Managing daily service desk operations and team performance with an accent on data-driven decision-making, SLA adherence, and ITIL/KCS process maturity. Focus on driving operational efficiency, coaching team members, and improving the overall user support experience through metrics and disciplined execution.

Location: Must be based in or able to work in Kansas City, MO or Lenexa, KS, USA

Company

hirify.global is a people-first, employee-owned firm providing total building system design and construction services across diverse high-growth markets.

What you will do

• Manage daily service desk operations, including ticket queues, work distribution, and real-time demand monitoring.
• Drive team performance using KPIs and metrics to ensure consistent SLA/OLA adherence.
• Lead, coach, and mentor service desk staff to build a high-performing, accountable culture.
• Implement and reinforce ITIL and KCS practices to improve resolution speed and service maturity.
• Act as the primary escalation point for high-impact issues and systemic problems.
• Partner with ITAM to ensure accurate device lifecycle management and asset data integrity.

Requirements

• Must be legally authorized to work in the United States
• Minimum of 5 years of progressive experience in service desk or high-volume end-user support environments.
• Proven success managing operations through metrics, KPIs, and SLA performance.
• Strong technical foundation in Microsoft 365, Windows, Active Directory/Entra ID, and basic networking.
• Experience working within structured IT service management environments (ITIL).
• Demonstrated ability to lead, coach, and hold team members accountable to performance standards.

Nice to have

• Experience supervising a support team with direct accountability for performance.
• Familiarity with Knowledge-Centered Service (KCS) principles.
• Relevant technical certifications such as CompTIA A+, Security+, ITIL Foundation, or Microsoft certifications.

Culture & Benefits

• Industry-leading 401K match and profit sharing.
• Employee Stock Ownership Plan (ESOP).
• Flexible work hours and casual dress code.
• Comprehensive insurance coverage including health, life, and disability.
• Paid parental leave and volunteer time.
• Paid training for professional development and performance bonuses.