Service Supervisor

Dedicated IT

Dedicated IT is a leading MSP (Managed Service Provider) with a niche focus on healthcare. Named #33 on CRN’s 2022 Fast Growth 150 List, we are a household name in Healthcare IT. Our people-centric culture, amazing benefits and substantial year over year growth has positioned us as an employer of choice in the Managed Services space. 

At Dedicated IT, we are invested in our employees. Their goals, growth, and success (both professional and personal) are a top priority. We offer career planning, career advancement opportunity, education/certification reimbursement, work/life balance, great benefits, and a people-focused culture.

If you would like to know more about Dedicated IT, click the links below: 

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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. 

Note: Certifications are a plus but not required. Leadership, communication, and operational skills are prioritized. 

Thanks for your interest in Dedicated IT!

Equal Employment Opportunity: Dedicated IT is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran’s status, disability, sexual orientation, or any other characteristic protected by law.

This role periodically requires onsite field work involving physical activity, including bending, kneeling, and crouching, as well as lifting, carrying, pushing, and pulling equipment weighing 60 pounds or more. Additional requirements may include safely climbing ladders, working at elevated heights, and standing or walking for extended durations in various client settings. These requirements represent the essential physical functions of the position and may be performed with or without reasonable accommodation.