Service Desk Supervisor - Hybrid

Genesis10 is currently seeking a Service Desk Supervisor for a Hybrid position with a Major Insurance Company located in San Antonio, TX. This is a 6 month contract-to-hire opportunity.

Compensation: $55-60 per hour W2, depending on skill and experience level.

The IT Service Desk Supervisor is responsible for the overall operational health, performance, and maturity of the Service Desk function. This role provides direct people leadership, oversees 24x7 support operations, and serves as an escalation point for complex and critical incidents. The ideal candidate will drive continuous improvement initiatives and ensure consistent service delivery aligned to SLA, ITIL, security, and audit requirements.

Responsibilities:

• Directly supervise, coach, and mentor Service Desk Analysts, including overnight staff
• Support onboarding, training, scheduling, performance management, and professional development
• Oversee daily Service Desk operations including incident, request, and queue management
• Ensure accurate ticket logging, prioritization, documentation, and lifecycle management
• Monitor adherence to SLA, response times, resolution targets, and quality standards
• Serve as a primary escalation point for complex, high-impact, or sensitive issues
• Act as an escalation point for critical incidents and major service disruptions
• Drive shift left initiatives to increase first contact resolution and reduce dependency on higher-tier teams
• Promote Knowledge-Centered Service (KCS) behaviors and KB contribution expectations
• Provide supervisory oversight for baseline User Access Management (UAM) activities
• Monitor and analyze Service Desk performance metrics and prepare operational reports
• Ensure Service Desk operations adhere to ITIL practices, company policy, and security requirements

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or equivalent relevant experience
• Prior experience in a Service Desk or IT Support role, including escalation handling
• Demonstrated people leadership or supervisory experience
• Strong understanding of ITIL based service management
• Experience managing high volume, 24x7 support environments
• Excellent verbal and written communication skills
• Strong problem solving, organizational, and decision making abilities
• Experience working with ITSM platforms (e.g., ServiceNow)
• Leadership and accountability with operational discipline
• Strong customer focus and a continuous improvement mindset

Desired skills:

• Associate's or Bachelor's degree in Computer Science or related field
• Certifications such as ITIL, CompTIA A , Network , Security , or Microsoft (MCSA/MCSE)
• Experience supporting executive users
• Experience leading or influencing shift-left initiatives
• Familiarity with identity and access support processes

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

If you have the described qualifications and are interested in this exciting opportunity, please apply!

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10:

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20 years.
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.