Service Desk Supervisor

About the Department

The Service Desk Supervisor is responsible for the daily operational supervision of the College’s centralized Service Desk environment within Enterprise Business Operations. Reporting to the Associate Director of Service Desk, this role oversees frontline service delivery operations and supports the College’s enterprise service model by ensuring consistent, customer-focused support across operational service areas.

This position supervises Service Desk staff responsible for incident intake, service request fulfillment, triage, escalation coordination, and customer support for students, faculty, and staff. The supervisor works to ensure efficient service delivery, adherence to service expectations, and alignment with service management processes and operational standards.

The Service Desk Supervisor promotes a collaborative and inclusive work environment focused on accountability, continuous improvement, and service excellence.

Position Duties

1. Provide direct supervision, coaching, and daily operational oversight of Service Desk staff

2. Coordinate staffing schedules, workload balancing, and queue management to ensure effective service coverage across campuses and operational areas

3. Support a centralized intake model for operational services, ensuring consistent triage, routing, escalation, and request management processes

4. Monitor service desk performance metrics, including response times, resolution times, service level adherence, call performance, and customer satisfaction

5. Ensure timely escalation and coordination of high-impact or unresolved issues with operational support teams

6. Assist in developing and maintaining standardized service desk procedures, workflows, and knowledge management practices

7. Support the implementation and continuous improvement of service management practices aligned with ITIL principles

8. Identify operational trends and recommend process improvements to improve service efficiency and customer experience

9. Assist with onboarding, training, and professional development activities for Service Desk staff

10. Promote a culture of customer service, collaboration, accountability, and continuous improvement

11. Partner with operational teams across ITS and Enterprise Operations to support coordinated service delivery and communication

12. Support organizational and operational changes by helping staff adapt to evolving service models, technologies, and processes

Minimum Qualifications

Minimum Requirements:

• Associate’s degree in Information Technology, Business, or related field, or equivalent experience

• Three or more years of experience in service desk, call center, or service operations environments

• Supervisory or team leadership experience preferred

• Demonstrated written, verbal, and interpersonal communication skills

• ITIL v4 Foundation certification required within 9 months of hire

Preferred Qualifications:

• Bachelor’s Degree

• Experience in higher education or multi-service operational environments

• Experience with service management or call center operations

• Advanced ITIL or HDI certifications

• Experience with ITSM platforms (e.g., TeamDynamix, Service Now, or similar)

Other Qualifications

Knowledge, Skills, Abilities, and Worker Characteristics:

• Strong leadership, organizational, and customer service skills

• Ability to manage competing priorities in a fast-paced operational environment

• Strong communication and interpersonal skills across diverse stakeholder groups

• Experience monitoring operational metrics and supporting data-informed decision making

• Understanding of service desk operations, service delivery models, and ITIL-based practices

• Ability to foster a collaborative, inclusive, and service-oriented team culture

• Familiarity with tiered support models, escalation management, and knowledge-centered support practices

Working Conditions:

Typical office environment. Travel between campuses may be required. Occasional evening or weekend work may be necessary depending on project schedules.

Benefits

Central Piedmont is happy offer a comprehensive and affordable benefits package to full-time employees including:

• health care
• dental
• vision
• retirement and supplemental retirement
• flexible spending accounts (dependent care and health)
• life insurance and supplemental life insurance
• employee assistance program (for employee and family)
• short-term and long-term disability
• free parking
• holidays (12 + 2 necessity days)
• vacation (120 hours per year to start)
• sick leave (96 hours per year)
• personal days (2 days)
• voluntary shared leave
• paid parental leave (4 to 8 weeks)
• bereavement leave
• longevity pay

Supplemental Questions

Required Question

Agency Information

EmployerCentral Piedmont Community CollegeAddress 1201 Elizabeth Avenue

Charlotte, North Carolina, 28204 Phone7043306631
Website http://www.cpcc.edu