Supervisor Service Desk

TL;DR

Supervisor Service Desk: Overseeing daily operations of the IT service desk with an accent on ticket handling, ITSM/ITIL best practices, and team performance optimization. Focus on increasing first call resolution (FCR), implementing new support tools, and providing hands-on leadership to service desk personnel.

Location: Must be based in Richmond, VA (Onsite)

Company

hirify.global Group is a Fortune 500 holding company specializing in insurance, reinsurance, and investment operations with a global presence.

What you will do

• Oversee day-to-day service desk operations to ensure prompt and effective ticket resolution.
• Provide direct, hands-on leadership and coaching to service desk staff.
• Apply ITIL and ITSM principles to streamline workflows and improve service quality.
• Monitor KPIs and performance metrics to identify trends and recommend corrective actions.
• Collaborate with IT leadership to implement training programs and process improvements.
• Ensure consistent coverage and support for internal stakeholders and customers.

Requirements

• US Work Authorization required (no visa sponsorship).
• Experience supervising staff or leading operational workflows in a service desk or call center environment.
• Working knowledge of ITIL/ITSM practices and incident management.
• Proficiency with ServiceNow, including reporting and platform analytics.
• Experience with PC and Microsoft Windows troubleshooting.
• Ability to work onsite in Richmond, VA as required by company policy.

Nice to have

• Microsoft Certified IT Professional or CompTIA A+ certification.
• ITIL, ITSM, or Six Sigma process-improvement certification.
• Project management certification.
• Bachelor’s degree in a related field.

Culture & Benefits

• Competitive health, dental, and vision insurance plans.
• 401(k) retirement plan with employer match.
• Employee Stock Purchase Plan.
• Paid Time Off (PTO) and corporate holidays.
• Parental leave and life/disability insurance options.