M3 Networks · 10 hours ago
Service Desk Supervisor (Helpdesk Supervisor)
Southlake, TX
Contract
Onsite
Senior Level
5+ years expM3 Networks is a Managed Services Provider seeking a Service Desk Supervisor to lead daily performance and quality of the Service Desk. This role involves managing escalations, ensuring service quality, and supporting business goals through effective team leadership and operational efficiency.
Information TechnologyIT ManagementTechnical Support
Responsibilities
Own daily service desk performance including ticket flow, prioritization, documentation, and resolution quality
Actively work tickets across all levels including complex and escalated issues
Serve as the primary escalation point for service desk incidents and client concerns
Ensure consistent adherence to service standards, response expectations, and communication guidelines
Manage escalated tickets with urgency, professionalism, and clear communication
Communicate directly with VIP and executive level clients to address concerns and set expectations
Lead service recovery efforts during high impact incidents to restore confidence and trust
Create, implement, monitor, and report on Service Level Agreements
Ensure ongoing SLA compliance across response times, resolution times, and service quality
Identify trends, risks, and recurring issues impacting SLA performance and drive corrective actions
Conduct regular reviews and audits to ensure service delivery aligns with contractual commitments
Lead the implementation, optimization, and auditing of the ticketing system
Enforce ticketing standards including documentation quality, time tracking, and workflow adherence
Identify inefficiencies and implement practical improvements that support scalability and consistency
Partner with leadership to align service desk processes with organizational goals
Hold weekly meetings with technical staff to review performance, escalations, trends, and priorities
Coach, develop, and hold service desk staff accountable to performance and communication standards
Support onboarding and ongoing skill development for service desk team members
Foster a culture of ownership, professionalism, and continuous improvement
Participate in internal projects related to service delivery, tools, and process improvements
Coordinate with engineering, projects, and leadership teams to ensure smooth handoffs and alignment
Balance reactive service desk demands with proactive project responsibilities
Partner with service delivery leadership to support and execute quarterly business goals
Translate quarterly objectives into clear service desk priorities, metrics, and action plans
Track and report progress toward quarterly goals while identifying risks early
Balance service quality with efficiency to support profitability and scalability
Understand how service desk performance impacts utilization, margins, and client health
Qualification
Required
Minimum of 5 years experience working in a Managed Services Provider environment
Minimum of 5 years experience in a management or supervisory role
Strong technical foundation with the ability to troubleshoot across multiple systems and environments
Proven experience handling escalations and complex technical issues
Demonstrated ability to communicate effectively with technical teams, non technical users, and VIP stakeholders
Experience creating, managing, and reporting on Service Level Agreements
Hands on experience with ticketing systems and service desk workflows
Company
M3 Networks
M3 Networks provides IT support services.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Michael D. Moore
Founder and CEO
Stephanie Moore, CPA
Chief Financial Officer
Company data provided by crunchbase