Service Desk Supervisor

Company Description RWC is a market leader and manufacturer of water solutions for residential, commercial, and industrial applications. RWC’s portfolio of brands includes SharkBite® Push-to-Connect plumbing solutions; HoldRite® engineered plumbing and mechanical solutions; Cash Acme® control valves; John Guest® fittings and fluid dispense products; and EZ-FLO™ and Eastman™ appliance connectors, supply lines, stop valves, and gas connectors. We embrace innovation and people who think outside the norm. If you are passionate about technology, enjoy solving problems, and want to be part of a high-growth company that is changing an industry, this could be a strong fit for you. Role Profile The Service Desk Supervisor leads the day-to-day delivery of end-user support across the Americas region. This role provides hands-on technical support while supervising the Service Desk team, coordinating workload, monitoring service performance, and ensuring incidents, requests, and problems are handled consistently and within agreed service levels. The position is highly customer-focused and is expected to model responsive, reliable, and high-quality service.

Key Responsibilities

• Lead, coach, and support Service Desk team members, including day-to-day work direction, regular feedback, training, and development.
• Coordinate team coverage, priorities, and ticket assignments to provide effective support across sites and the Americas region.
• Monitor ticket queues, service levels, aging, escalations, and recurring issues; take action to maintain timely resolution and a strong customer experience.
• Provide hands-on 1st and 2nd line support for desktop hardware, software, infrastructure, and application issues when needed.
• Own major or high-impact end-user incidents through coordination, communication, escalation, and resolution.
• Ensure incidents, requests, and problems are documented and managed consistently in accordance with agreed SLAs and IT procedures.
• Serve as an escalation point for complex, sensitive, or high-profile end-user issues.
• Partner with infrastructure, applications, cybersecurity, and other internal teams to resolve issues and support business priorities.
• Manage and escalate service-related issues with external suppliers and maintain ownership through resolution.
• Oversee onboarding and offboarding activities for end-user accounts, access, and devices.
• Ensure end-user devices remain current on operating system, firmware, and required security updates.
• Support the administration of Microsoft Active Directory and maintain working knowledge of current desktop, laptop, tablet, mobile phone, and basic networking technologies.
• Manage software and hardware assets throughout the user lifecycle and support accurate inventory and assignment records.
• Oversee the procurement and inventory management of end-user technology equipment and accessories, including laptops, mobile devices, monitors, peripherals, and other approved IT supplies. Forecast equipment needs, coordinate purchases through approved vendors, and maintain accurate inventory records.
• Identify service trends and recommend improvements to processes, documentation, self-service resources, and team practices.
• Coordinate day-to-day relationships with technology vendors and service providers, including support case management, escalation follow-up, service performance monitoring, and participation in service review discussions. Escalate recurring performance concerns and improvement opportunities to IT leadership.
• Develop and maintain Service Desk procedures, work instructions, knowledge articles, and service reporting.
• Communicate service performance, risks, recurring issues, and improvement actions to IT leadership.
• Assist with IT project implementations, site support activities, and technology deployments as required.
• Coordinate occasional after-hours or weekend support, including tape administration or other scheduled operational activities.
• Travel to other company sites as needed to meet support and project requirements.
• Handle confidential and occasionally sensitive internal information responsibly.
• Comply with cybersecurity policies, IT methodologies, work instructions, and all health, safety, and environmental requirements.
• Carry out other reasonable duties that fall within the position’s capabilities.

Candidate Profile

• Prior experience in a Service Desk, desktop support, or related end-user technology support role, including 1st and 2nd line support.
• Experience leading, supervising, mentoring, or coordinating the work of technical support employees.
• Strong customer service orientation with the ability to set expectations, communicate clearly, and follow issues through resolution.
• Strong analytical, troubleshooting, prioritization, and problem-solving skills.
• Ability to balance hands-on technical work with team leadership, queue oversight, and service improvement responsibilities.
• Working knowledge of Microsoft Active Directory administration, endpoint technologies, and basic networking concepts.
• Experience working within an ITIL framework; ITIL Foundation certification is desirable.
• Experience monitoring service metrics, SLAs, ticket quality, and operational performance is preferred.
• Good written and verbal communication skills, including the ability to communicate with employees, leaders, vendors, and technical teams.
• Positive, practical, and adaptable leadership style with the ability to support and drive change.

Working Conditions

• This position works primarily in an in-office environment, with occasional project-based travel.
• Very limited travel should be expected, although travel to other RWC sites may be required based on support needs.
• Occasional after-hours or weekend support may be required.
• The role requires both sitting and standing, as well as the vision, hearing, speech, and motor skills needed to perform the essential functions of the job.

Leadership Expectations

• Create clear daily priorities and accountability for Service Desk work.
• Build team capability through coaching, cross-training, and documented procedures.
• Promote a service mindset that is responsive, practical, and aligned with business needs.
• Escalate risks early and communicate clearly during service-impacting events.
• Use service data and employee feedback to drive continuous improvement.