Service Desk Supervisor — 24x7 Service Desk

Job overview

The Service Desk Supervisor — 24x7 Service Desk is an onsite role in Brook Park, OH. Compensation is not specified. The role supports MCPC’s 24x7 Service Desk serving Northeast Ohio; MCPC delivers technology and endpoint lifecycle services to clients. This player-coach role builds and leads the service desk’s people, processes, and tools while also handling calls, tickets, and escalations. It establishes consistent coverage, service practices, documentation, and reporting to help the desk scale into a mature, measurable operation.

What you'll do

• Supervise and coach service desk staff
• build 24x7 coverage schedules and coordinate shift handoffs, holiday coverage, and the on-call escalation rotation. Balance the ticket queue and resolve Tier 1 and Tier 2 issues, including escalations and major-incident communications. Develop service desk processes, call scripts, SLAs, and a scalable knowledge base
• report on service metrics and drive improvements with engineering and vendors.

What we're looking for

Skills & competencies

service desk supervisor

24x7 service desk

brook park oh

mcpc

full-time

day shift

on-call rotation

weekend coverage

tier 1 support

tier 2 support

itsm

itil practices

knowledge base

no degree required

Work arrangement

• Weekend coverage required

Benefits & perks

• 401(k) matching and Roth option
• company-sponsored events
• medical, dental, and vision coverage
• paid holidays and paid time off
• career paths and advancement.

Why this role

Hands-on opportunity to build a 24x7 service desk from the ground up; role may grow into a Service Desk Manager position as the program adds dedicated staff.

About the employer

MCPC is hiring for this role. Industry: Employment Placement Agencies. Sector: 56.