Service Desk Supervisor in Conshohocken

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Job DescriptionJob Description

Position Overview

Razor Technology is seeking a Service Desk Supervisor to lead our frontline support team and ensure customers receive fast, accurate, and exceptional technical assistance. This role is responsible for overseeing day-to-day operations of the Service Desk, coaching and developing technicians, managing workload distribution, and ensuring service quality aligns with Razor’s standards for responsiveness, communication, and customer success.

The Service Desk Supervisor plays a critical role in maintaining customer satisfaction, driving operational excellence, and supporting our mission to deliver secure, reliable, and efficient IT services. You’ll work closely with Managed Services leadership, Service Desk Leads, NOC engineers, Project Managers, and escalation teams to create a consistent, predictable, and high-performing support experience.

What You’ll Do

Team Leadership & Daily Operations

• Supervise Service Desk Technicians and coordinate daily activities, ensuring coverage, workload balance, and timely response to all tickets.
• Monitor active tickets to ensure adherence to SLAs, escalation procedures, and Razor’s communication standards.
• Provide real-time guidance, coaching, and support to technicians handling complex or sensitive issues.

Customer Experience & Quality Assurance

• Ensure every support interaction meets Razor’s expectations for professionalism, accuracy, and customer care.
• Review tickets for quality, completeness, and alignment with technical and communication best practices.
• Act as a point of escalation for customers requiring additional attention or issue resolution.
• Collaborate with Service Desk Manager and Account Executives to address recurring customer concerns or trends.

Process Management & Continuous Improvement

• Enforce and refine Service Desk procedures, including triage, prioritization, escalations, and documentation standards.
• Identify inefficiencies and improvement opportunities across tools, workflows, and communication practices.
• Partner with Managed Services leadership to develop and implement operational enhancements.
• Ensure technicians follow proper use of the PSA and documentation systems (Autotask, etc.).

Technical Support & Escalation Management

• Provide hands-on technical assistance for escalated issues when required.
• Coordinate with Tier 2/3, NOC, and engineering teams to ensure smooth handoffs and issue resolution.
• Track recurring incidents and collaborate on root cause analysis and remediation planning.
• Support onboarding and offboarding processes for customers within the Managed Services environment.

What We’re Looking For

Experience & Skills

• 5+ years of IT support experience, with at least 2 years in a leadership, supervisory, or lead technician role.
• Strong understanding of Service Desk operations and best practices (ITIL familiarity ).
• Technical competency across common business systems:
• • Microsoft 365 administration
  • Windows Desktop OS and basic Windows Server familiarity
  • Networking fundamentals (DNS, DHCP, VPN, LAN/WAN)
  • Endpoint security tools
• Experience with PSA/ticketing systems (Autotask ) and RMM tools.
• Excellent communication, coaching, and customer service skills.
• Strong prioritization, organization, and conflict resolution capabilities.
• Ability to balance leadership responsibilities with hands-on technical work as needed.

Qualifications

• ITIL Foundation, CompTIA A+/Network+/Security+, or Microsoft certifications.
• Experience in a Managed Services Provider (MSP) environment.
• Familiarity with escalation workflows, NOC operations, and automation/monitoring systems.

Company DescriptionYour Trusted IT Solutions Expert
Razor Technology gives you all the tools, resources, and technology you need to stay competitive, relevant, and profitable. Your fast-changing business challenges keep us focused on providing world-class technology solutions. But our desire to create trusted, long-lasting relationships keeps us focused on delivering the highest standards of service.
Keeping up with emerging technologies and trends isn’t easy—but you don’t have to do it alone. We’re with you every step of the way. We develop, implement, and support end-to-end IT solutions that simplify your infrastructure, eliminate cost, and allow you to scale on demand.
Headquartered in Philadelphia, we serve over 300 clients in the greater Northeast and Mid-Atlantic regions. Whether SMB or enterprise, our clients need help leveraging the benefits of scalable, reliable and secure IT solutions. We take the pressure off you and your IT department so you can focus on what matters most: running your business.Company DescriptionYour Trusted IT Solutions Expert\r\nRazor Technology gives you all the tools, resources, and technology you need to stay competitive, relevant, and profitable. Your fast-changing business challenges keep us focused on providing world-class technology solutions. But our desire to create trusted, long-lasting relationships keeps us focused on delivering the highest standards of service.\r\nKeeping up with emerging technologies and trends isn’t easy—but you don’t have to do it alone. We’re with you every step of the way. We develop, implement, and support end-to-end IT solutions that simplify your infrastructure, eliminate cost, and allow you to scale on demand.\r\nHeadquartered in Philadelphia, we serve over 300 clients in the greater Northeast and Mid-Atlantic regions. Whether SMB or enterprise, our clients need help leveraging the benefits of scalable, reliable and secure IT solutions. We take the pressure off you and your IT department so you can focus on what matters most: running your business.

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