How To Become A Service Desk Supervisor: What It Is and Career Path

What is a service desk supervisor and how to become one

Updated January 8, 2025

4 min read

Service desk supervisors oversee the day-to-day tasks of staff related to service desk operations. They are responsible for identifying, researching, and resolving complex issues related to technologies that service desk agents use to carry out their work. They set up guidelines and procedures for escalating customers' issues and guarantee that the staff maintains expected service levels.

It will be your job to monitor and document customer issues and make sure they are resolved as quickly as possible. You will need to have a thorough understanding of team responsibilities and workflow, and you will be there to recommend improvements of processes and provide guidance for staff members in resolving problematic situations. You will supervise service desk staff and report to the head of the department.

A bachelor's degree is usually a requirement when applying for this position. Experience on the job is also necessary, not only in technical capacities but as a team leader as well. You will need a solid understanding of company goals and great communication skills to motivate your team. The Salary for this position average around $61,188 a year.

ScoreService Desk SupervisorUS Average

Salary

4.7

Avg. Salary $60,516

Avg. Salary $59,228

Stability level

8.0

Growth rate 16%

Growth rate 0.3%

Diversity

4.3

Race

American Indian and Alaska Native 0.67%

Asian 6.04%

Black or African American 9.29%

Hispanic or Latino 17.30%

Unknown 4.85%

White 61.85%

Gender

female 63.18%

male 36.82%

Age - 48

Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 48

Stress level

8.0

Stress level is high

7.1 - high

Complexity level

8.7

Complexity level is advanced

7 - challenging

Work life balance

6.2

Work life balance is fair

6.4 - fair

Key steps to become a service desk supervisor

Explore service desk supervisor education requirements

Most common service desk supervisor degrees

Bachelor's

44.0 %

Associate

23.2 %

High School Diploma

20.0 %

Start to develop specific service desk supervisor skills

Skills	Percentages
ITIL	9.26%
Operational Procedures	5.77%
Technical Support	5.57%
Level Agreements	5.09%
Front End	5.07%

Complete relevant service desk supervisor training and internships

Accountants spend an average of 6-12 months on post-employment, on-the-job training. New service desk supervisors learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a service desk supervisor based on U.S. Bureau of Labor Statistics data and data from real service desk supervisor resumes.

Research service desk supervisor duties and responsibilities

Manage the support and integration of SharePoint site with other technologies.
Manage services and supports for intellectually and developmentally disable individuals, within compliance with all Medicaid and I/DD waiver regulations.
Used SCCM to push updates and software as needed.
Provide routine and daily updates and maintenance to the DCFS website and SharePoint.

Prepare your service desk supervisor resume

When your background is strong enough, you can start writing your service desk supervisor resume.

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