Supervisor, IT Service Desk

The IT Service Desk Supervisor is responsible for leading the daily operations of the UPS Service Desk and Production Support organization, ensuring the stability, availability, and performance of critical UPS business systems and services. This role oversees frontline support operations, incident management activities, customer support functions, and operational monitoring to ensure uninterrupted business operations for UPS customers and stakeholders worldwide.

The supervisor provides leadership, direction, coaching, and technical guidance to Service Desk and Operations Analysts while serving as the primary operational escalation point for incidents, service requests, and customer concerns. The role is accountable for service delivery performance, SLA compliance, customer satisfaction, employee development, and continuous operational improvement. This description aligns with internal references describing Service Desk Supervisor responsibilities including daily operations oversight, queue management, escalations, coaching, and SLA accountability.

Key Responsibilities

Service Desk Operations Management

• Lead and supervise daily Service Desk and Production Support operations.
• Manage ticket queues, workload balancing, shift assignments, and resource allocation.
• Ensure incidents and service requests are resolved within established SLA targets.
• Monitor Service Desk performance metrics and operational health indicators.
• Ensure consistent execution of operational procedures and support processes.
• Provide leadership coverage for a 24x7 support environment.

Production Support & Operational Monitoring

• Oversee monitoring of UPS production systems, business applications, OCR platforms, imaging solutions, data processing services, file transfer operations, and infrastructure alerts.
• Ensure timely identification, escalation, and resolution of operational issues.
• Coordinate support efforts during system outages, performance degradation, and business-impacting incidents.
• Maintain operational continuity through effective shift handoffs and communication.
• Proactively identify operational risks and implement corrective actions.

Incident & Escalation Management

• Serve as the primary leadership escalation point for critical incidents and customer-impacting events.
• Coordinate Priority 1 (P1) and Priority 2 (P2) incident response activities.
• Facilitate communication between Service Desk, Infrastructure, Development, Database, Network, Security, Vendor, and UPS support teams.
• Ensure accurate incident documentation and timely stakeholder communications.
• Lead post-incident reviews and track corrective actions through completion.
• Drive root cause analysis and preventative improvement initiatives.

Customer & Stakeholder Engagement

• Build and maintain strong working relationships with UPS stakeholders, clients, vendors, and internal support organizations.
• Provide executive-level communications during major incidents and service disruptions.
• Participate in operational review meetings and service governance discussions.
• Ensure a high level of customer satisfaction through responsive and professional support services.
• Act as a customer advocate while balancing operational requirements and business priorities.

Team Leadership & Development

• Supervise, coach, and mentor Service Desk and Operations Analysts.
• Conduct performance reviews, coaching sessions, and employee development discussions.
• Support recruitment, onboarding, training, and succession planning initiatives.
• Develop a culture focused on accountability, teamwork, professionalism, and continuous improvement.
• Monitor attendance, schedule adherence, productivity, and overall team performance.
• Recognize employee achievements and address performance concerns appropriately.

Continuous Improvement & Compliance

• Ensure compliance with ITIL-based Incident, Problem, Change, and Request Management processes.
• Maintain and improve operational documentation, knowledge articles, standard operating procedures, and support runbooks.
• Identify opportunities for automation, process optimization, and efficiency improvements.
• Support audit readiness, security requirements, and compliance initiatives.
• Drive operational excellence programs and continuous service improvement efforts.

Reporting & Analytics

• Track and report operational performance metrics including: SLA compliance
• Ticket volume trends
• Escalation metrics
• Backlog management
• Customer satisfaction (CSAT)
• Productivity measurements
• Service availability and operational performance

• Prepare executive dashboards, operational summaries, and business reviews for leadership and UPS stakeholders.
• Provide recommendations regarding staffing, process enhancements, and service improvements.

Required Qualifications

Education

• Bachelor’s degree in information technology, Computer Science, Information Systems, Business Administration, or a related field.
• Equivalent combination of education and experience may be considered.

Experience

• Minimum of 5 years of experience within the UPS Division, supporting Service Desk, Production Control, IT Operations, Application Support, or related technology services.
• Minimum of 2 years of leadership, supervisory, or team lead experience.
• Demonstrated experience supporting business-critical UPS systems and operational processes.
• Experience managing incidents, escalations, and service delivery in a fast-paced environment.
• Experience working in a 24x7 operational support organization.
• Experience collaborating with Development, Infrastructure, Network, Security, Database, and Vendor teams.
• Proven experience working within SLA-driven environments.

Technical Knowledge

• IT Service Management (ITSM)
• Incident, Problem, Change, and Request Management
• ServiceNow or equivalent ticketing systems
• Microsoft 365 and Active Directory
• Enterprise application support
• Infrastructure and application monitoring tools
• Production support methodologies
• SQL troubleshooting fundamentals
• Vendor management and escalation processes
• Knowledge Management and operational documentation

Required Soft Skills

Leadership & People Management

• Ability to lead, motivate, and develop high-performing teams.
• Strong coaching, mentoring, and employee development skills.
• Ability to manage performance fairly and consistently.
• Demonstrates accountability, professionalism, and integrity.

Preferred Certifications

• ITIL Foundation Certification
• HDI Team Lead or Support Center Manager Certification
• Microsoft Certifications
• CompTIA Network+, Security+, or Server+
• Leadership or Management Certification