Service Supervisor

Responsibilities

• Team Oversight & Enablement
• Oversee daily ticket queues, ensuring priority, urgency, and workload balance are maintained.
• Conduct daily board reviews to ensure SLA health and proactive ticket progression.
• Lead weekly team huddles to reinforce accountability and alignment.
• Conduct bi-weekly 1:1s with assigned technicians.
• Identify performance concerns and training gaps, then coordinate action plans with the SDM.
• Perform quality audits on tickets and calls to uphold documentation standards.
• Reinforce adherence to SOPs and documentation requirements.
• Provide structured coaching and performance feedback.
• Operational Leadership
• Monitor SLA and time entry compliance across assigned pods.
• Ensure proactive work and documentation targets are met.
• Partner with the Senior SDM on service scheduling, coverage, and resource planning.
• Support escalations by collecting operational context and coordinating responses.
• Identify recurring service challenges and recommend process improvements.
• Escalation & Service Coordination
• Coordinate responses to service escalations within the pod.
• Gather operational data and technician context before elevating issues to the SDM.
• Facilitate cross-team collaboration for resolution.
• Ensure escalation communication remains professional and structured.
• Quality & Process Discipline
• Conduct weekly QA audits to validate service quality and documentation standards.
• Identify trends in recurring issues and recommend process improvements.
• Ensure compliance with internal operational standards and playbooks.
• Maintain board hygiene and ticket categorization accuracy.
• Client Interaction
• Participate in client calls when operational context is required.
• Conduct structured operational pulse checks at the direction of the SDM.
• Cadence Expectations
• Daily interaction with assigned team members.
• Daily board review to support SLA health, workload balance, and ticket progression.
• Weekly structured team huddle.
• Bi-weekly 1:1s with assigned technicians.
• Bi-weekly 1:1 with the Service Delivery Manager.
• Monthly documented coaching touchpoints.
• Required Education & Experience
• High School Diploma or GED.
• 3+ years in a technical service desk or helpdesk role.
• 1+ year in a leadership, mentorship, or supervisory role.
• MSP experience strongly preferred.
• Experience with Salesforce, ConnectWise, IT Glue, or similar PSA/RMM tools.
• Preferred Experience
• Prior accountability for client satisfaction, SLA performance, or team metrics.
• Experience supporting healthcare or compliance-driven clients.
• Previous ex

Benefits

Additional Information

Dedicated IT Dedicated IT is a leading MSP (Managed Service Provider) with a niche focus on healthcare. Named #33 on CRN's 2022 Fast Growth 150 List, we are a household name in Healthcare IT. Our people-centric culture, amazing benefits and substantial year over year growth has positioned us as an employer of choice in the Managed Services space. At Dedicated IT, we are invested in our employees. Their goals, growth, and success (both professional and personal) are a top priority. We offer career planning, career advancement opportunity, education/certification reimbursement, work/life balance, great benefits, and a people-focused culture. If you would like to know more about Dedicated IT, click the links below: https://www.linkedin.com/company/dedicated-it/posts/?feedView=all https://www.glassdoor.com/Reviews/Dedicated-IT-Reviews-E2254858.htm Service Supervisor Location: Palm Beach Gardens HQ Schedule: 8 AM - 5 PM, Monday - Friday Salary: $75,000 - $95,000, based on experience and business unit Reports To: Service Delivery Manager (SDM) Travel: Up to 10%; may include need-based client site visits and occasional multi-day travel Promotion Path: Service Delivery Manager, Account Manager Position Summary The Service Supervisor is the operational leader for an assigned service pod. This role owns day-to-day service execution, technician performance, SLA adherence, and board health. This position is accountable for ensuring technicians operate with structure, discipline, and consistency so that the Service Delivery Manager can focus on strategic client leadership, profitability, and executive engagement. The Service Supervisor does not own client strategy, QBRs, or contract accountability. Instead, this role ensures operational excellence and protects the SDM from daily execution noise. This is a leadership role focused on people management, service discipline, and operational execution. Key Performance Indicators Operational Health ≥ 95% weekly ticket completion rate ≥ 85% same-day resolution rate ≥ 98% team-level CSAT average SLA compliance within assigned pod standards Time entry compliance ≥ 98% Weekly structured team huddle Bi-weekly 1:1s with all assigned technicians Monthly documented coaching touchpoints QA review of at least 5% of tickets/calls weekly Daily board review Escalation routing compliance Documentation standard enforcement

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