Razor Technology · 1 month ago
Service Desk Supervisor
Conshohocken, Pennsylvania, United States
Full-time
Onsite
Mid, Senior Level
$85K/yr - $90K/yr
5+ years expRazor Technology is a leading IT solutions provider specializing in infrastructure, cloud, cybersecurity, and digital transformation. The Service Desk Supervisor will lead the frontline support team, ensuring exceptional technical assistance and overseeing day-to-day operations to maintain customer satisfaction and operational excellence.
InfrastructureSoftware
Responsibilities
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
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
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.)
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
Qualification
Required
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 preferred)
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 preferred) 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
Preferred
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
Benefits
Cutting-edge projects across cloud, security, and hybrid IT.
Professional development opportunities, including certifications and training.
Collaboration with industry leaders in networking, virtualization, and cloud.
Competitive compensation and benefits designed to support your success.
Company
Razor Technology
Razor Technology is a leading end-to-end Infrastructure solutions provider dedicated to helping organizations solve business challenges.
51-200 employees
H1B Sponsorship
Razor Technology has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (3)
Funding
Current Stage
Growth StageLeadership Team
George J. Sucher
Managing Partner & Co-Founder
Ryan Rosenkaimer
VP of Managed Services
Company data provided by crunchbase