Position Summary
The Service Operations 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 Operations 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.
Primary Functions of the Position:
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; coordinate action plans with 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 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 to 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
- May participate in client calls when operational context is required
- May conduct structured operational pulse checks at the direction of the SDM
Education & Experience
Required
- High School Diploma / GED
- 3+ Years in a technical service of helpdesk role
- 1+ year in leadership, mentorship, or supervisory role
- MSP experience strongly preferred
- Experience with SalesForce, ConnectWise, ITGlue, or similar PSA/RMM Tools
Preferred
- Prior accountability for client satisfaction, SLA performance, or team metrics
- Experience supporting healthcare or compliance-driven clients
- Previous exposure to client-facing service meetings or reporting
- ITIL familiarity or service management framework exposure
Skills Required for Success:
- Strong written and verbal communication skills
- Proven ability to coach, mentor, and hold others accountable
- Conflict resolution and team-building capabilities
- Analytical thinker; able to interpret service metrics into action plans
- Calm under pressure; professional in client and team interactions
- Strong organizational skills with high attention to detail
- Process-orientated and disciplined in daily execution
- Comfortable presenting service insights to leadership and Account Managers
- Decisive operational judgement
Preferred Certifications:
Required:
None
Preferred:
A+ or equivalent foundational technical certification, ITIL Foundation, Salesforce Training or Certifications, ConnectWise University or ITGlue Admin Training.
