IT Service Desk Supervisor

Job Title: IT Service Desk Supervisor
Location: Pasadena, CA
Client: NASA Jet Propulsion Laboratory (JPL)

About the Client:
NASA’s Jet Propulsion Laboratory (JPL) is a federally funded research and development center renowned for its cutting-edge contributions to space exploration, robotics, and Earth science. As a vital component of NASA’s operations, JPL drives innovation and excellence in scientific discovery.

Position Overview:

We are seeking a dedicated and experienced IT Service Desk Supervisor to lead and manage a dynamic team of 25 IT support specialists ranging from Tier 0 to Tier 3. Supporting over 8,000 users, this role is responsible for ensuring the 24/7 operation of a high-performing service desk at NASA JPL’s Pasadena, CA campus. The ideal candidate is a proactive leader with a strong technical background, excellent customer service skills, and a passion for driving continuous improvement.

Key Responsibilities:

Team Leadership

• Supervise, mentor, and provide guidance to a team of 25 IT support professionals.

• Foster a positive, collaborative, and high-performing team environment.

• Recognized as Employee of the Month (January 2025) for leadership excellence.

Service Desk Operations

• Oversee the day-to-day operations of the IT service desk, ensuring 24/7 coverage.

• Monitor ticket queues to ensure timely and efficient resolution of incidents and requests.

• Prioritize and escalate issues as needed to meet service level agreements (SLAs).

Technical Expertise

• Provide hands-on technical support and expert guidance to team members.

• Assist in troubleshooting and resolving complex technical issues.

• Stay current with evolving IT trends and emerging technologies.

Customer Service

• Maintain high levels of user satisfaction by delivering responsive and courteous support.

• Manage escalated issues and ensure they are resolved to the user’s satisfaction.

• Implement customer service best practices to improve user experience.

Performance Metrics

• Define, track, and analyze key performance indicators (KPIs) for service desk operations.

• Identify areas for improvement and develop strategies to optimize performance.

• Lead initiatives to enhance efficiency and service quality.

Documentation

• Maintain and improve internal knowledge base articles and SOP documentation.

• Ensure adherence to established workflows and documentation standards.

Collaboration

• Partner with other IT teams, SMEs, and departments to ensure cohesive service delivery.

• Participate in cross-functional initiatives and projects.

Training and Development

• Identify skill gaps and coordinate training and development opportunities for team members.

• Promote continuous learning and adoption of best practices within the team.

Qualifications:

• Proven experience supervising or leading a large IT support team (Tier 0–3).

• Strong understanding of IT service management frameworks (ITIL a plus).

• Demonstrated technical proficiency across a wide range of IT systems and tools.

• Exceptional communication, problem-solving, and organizational skills.

• Ability to work in a fast-paced, mission-critical environment.

Location: Onsite/Hybrid – Pasadena, CA
Clearance Requirements: U.S. citizenship and ability to pass a background investigation due to federal contract.