Operations Supervisor

Job Summary

Leading day-to-day Help Desk operations in a full-time remote capacity, the Operations Supervisor will manage service delivery, supervise Help Desk Leads, and ensure consistent execution of customer support initiatives.

Key Responsibilities

• Lead daily service delivery across assigned shifts and support teams to promote consistent, responsive customer support
• Supervise and coordinate Help Desk Leads, establishing daily priorities and accountability for shift-level execution
• Monitor staffing coverage, technician availability, and service-level agreement performance while resolving operational issues

Required Qualifications

• Experience supervising service desk, help desk, or customer support operations in a multi-shift environment
• Demonstrated ability to coordinate staffing, workloads, and service performance in a high-volume setting
• Experience leading frontline supervisors or team leads with clear direction and coaching
• Working knowledge of ticket management, queue monitoring, and escalation processes
• Strong written and verbal communication skills