Service Supervisor

Responsibilities

• Oversee daily ticket queues, ensuring priority, urgency, and workload balance are maintained
• Conduct daily board reviews to ensure SLA health and proactive ticket progression
• Lead weekly team huddles and conduct bi-weekly 1:1s with assigned technicians
• Identify performance concerns and training gaps, coordinating action plans with the Service Delivery Manager
• Perform quality audits on tickets and calls to uphold documentation standards
• Monitor SLA and time entry compliance across assigned pods
• Support escalations by collecting operational context and coordinating responses
• Identify recurring service challenges and recommend process improvements

Requirements

• High School Diploma or GED
• 3+ years in a technical service desk or helpdesk role
• 1+ year in a leadership, mentorship, or supervisory role
• Experience with Salesforce, ConnectWise, IT Glue, or similar PSA/RMM tools

Preferred Qualifications

• MSP experience
• Prior accountability for client satisfaction, SLA performance, or team metrics
• Experience supporting healthcare or compliance-driven clients
• ITIL familiarity or service management framework exposure
• CompTIA A+ or ITIL Foundation certifications

About the Company

Dedicated IT is a leading Managed Service Provider (MSP) with a niche focus on healthcare. Recognized for substantial year-over-year growth, the company maintains a people-centric culture focused on employee career advancement and professional success.