Service Desk Supervisor
DESCRIPTION The Service Desk Supervisor is a strategic, hands-on leader responsible for scaling and modernizing IT support operations across a designated region (and in collaboration with global teams). This role goes beyond day-to-day supervision and focuses on building a high-performing, future-ready service desk organization. The Supervisor drives operational excellence through leadership, mentorship, process optimization, and the strategic use of AI, automation, and self-service capabilities to improve service quality, increase efficiency, and expand support capacity—without increasing headcount. This individual serves as an escalation leader, performance driver, and change agent who continuously enhances the service desk’s capabilities, maturity, and business impact. Essential Duties & Responsibilities: Lead, coach, and mentor Tier 1 and Tier 2 Service Desk professionals to build technical depth, customer service excellence, and career progression. Establish clear performance expectations, development plans, and accountability standards. Foster a culture of ownership, continuous learning, innovation, and proactive problem-solving. Develop cross-training strategies to increase team versatility and reduce single points of failure. Drive improvements in incident, request, problem, and knowledge management processes. Optimize workflows to increase service desk capacity and efficiency. Analyze support trends and recurring issues to eliminate root causes and reduce ticket volume. Establish and monitor KPIs, SLAs, and customer satisfaction metrics; implement corrective actions where needed. Lead shift-left strategies to resolve more issues at Tier 1 and Tier 2 through better tooling, training, and documentation. Identify and implement automation opportunities within ITSM tools and support workflows. Leverage AI-driven capabilities such as virtual agents, knowledge recommendations, ticket routing optimization, and predictive analytics. Expand and enhance self-service portals and knowledge bases to increase ticket deflection. Partner with IT leadership to define and execute a roadmap for AI-enabled service desk maturity. Continuously evaluate emerging technologies that improve response times, accuracy, and end-user experience. Serve as the primary escalation point for regional IT operations. Coordinate major incidents and region-wide or enterprise-wide support efforts. Collaborate with infrastructure, network, security, and application teams to resolve complex technical issues. Align regional practices with global IT standards, governance, and security requirements. Support regional office expansions, onboarding initiatives, and technology rollouts. Ensure compliance with IT policies, cybersecurity standards, and asset management procedures. Oversee onboarding/offboarding processes, hardware lifecycle management, and software provisioning. Maintain accurate and comprehensive documentation of processes, configurations, and support standards. Drive continuous service improvement initiatives aligned with ITIL best practices. Supervisory Responsibilities: Directly supervise Tier 1 and Tier 2 Service Desk personnel. Conduct performance evaluations, coaching sessions, and career development planning. Manage scheduling, workload balancing, and resource allocation to maximize productivity. Develop succession planning strategies and internal talent pipelines. Champion a high-performance culture focused on service excellence and measurable outcomes. REQUIREMENTS Bachelor’s degree in information technology, Computer Science, or related field (or equivalent practical experience). Strong leadership, coaching, and team development capabilities. Strategic thinker with the ability to translate vision into operational execution. Expertise in ITSM platforms (e.g., Team Dynamix, Jira) including workflow automation and reporting. Familiarity with AI-enabled support tools, chatbot platforms, and automation frameworks. Deep understanding of ITIL principles and service management best practices. Strong analytical skills with experience using metrics and dashboards to drive decision-making. Excellent communication and stakeholder management skills. Ability to manage multiple priorities in a fast-paced, enterprise environment. ITIL Foundation certification preferred. Strong knowledge of ITSM platforms and reporting tools COMPENSATION The salary range for this position is $89,043 to $140,243. Salary is dependent on the experience level and qualifications of the incoming candidate. BENEFITS Medical, dental, vision insurance 401k Retirement Plan Health Savings Account (HSA) Flexible Spending Account (FSA) Life, AD&D, short-term, and long-term disability Professional and personal development Generous paid time off Michael Baker International, a leading provider of engineering and consulting services, including design, planning, architectural, environmental, construction and program management, has been solving some of the world’s most complex infrastructure challenges for more than 85 years with a legacy of expertise, experience, innovation and integrity. Based in Pittsburgh and with over 100 offices nationwide, we partner with clients on everything from roads, bridges, tunnels, mass transit, and airports, to water treatment plants, arctic oil pipelines, environmental restoration and specialized overseas construction. We serve as a trusted adviser to the communities we serve, making them safer, more accessible, more sustainable and more prosperous. We provide visionary leadership in facilitating transformational change for our clients. Our work delivers differentiating innovations and dedicated experts who challenge the status quo and share a world of diverse experience and an impassioned entrepreneurial spirit. We deliver quality of life. We Make a Difference. Michael Baker International is proud to be an Equal Opportunity Employer. Michael Baker International provides equal employment opportunity for all persons, in all facets of employment. Michael Baker International maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks. We encourage all qualified applicants to apply for any open position for which they feel they are qualified and all will receive consideration for employment without regard to race, color, religion, creed, age, gender, sexual orientation, gender identity, national origin, citizenship status, marital status, familial status, pregnancy or childbirth, genetic information, disability, protected veteran status, status with regard to public assistance, or membership or activity in a local human rights commission, or any other legally protected status. EEO is the Law. Applicants to and employees of Michael Baker International are protected under Federal law from discrimination. *It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. *There is no current application deadline. Michael Baker will continue to accept applications on an ongoing basis until the position is filled or no longer needed. Apply To This Job