Service Desk Supervisor

As CohnReznick grows, so do our career opportunities. As one of the world's top professional services firms, and in support of our global workforce strategy, we're growing our operations in the Philippines through our wholly owned affiliate, CohnReznick Philippines. We create rewarding careers in advisory, assurance, and tax with team members who value innovation and collaboration in everything they do!

We are seeking an experienced Service Desk Supervisor to lead and evolve our Global Service Desk operation. This role provides the opportunity to directly influence service quality, operational maturity, and the employee technology experience while developing and mentoring a high‑performing support team.

CohnReznick is a hybrid firm and most of our professionals are located within a commutable distance to one of our offices. This position is considered hybrid which means team members are expected to be thoughtful and intentional in how they create opportunities for in-person collaboration. While the cadence of in-office presence is determined at the team level, our professionals are encouraged to be in the office/together in person on average 3 days a week.

YOUR TEAM

The Service Desk Supervisor is responsible for the day‑to‑day leadership, performance, and operational effectiveness of the Global Service Desk. This person will report directly to the Service Desk Manager. This role provides direct supervision, coaching, and guidance to Level 1 and Level 2 Service Desk Agents and works closely with the Service Desk Manager and Level 3 SMEs to ensure consistent, high‑quality service delivery.

This position plays a critical role in CohnReznick's transition to a global support model, including shift coverage planning, workload balancing, and continuous service improvement. Flexibility, adaptability, and strong leadership presence are essential, as schedules and staffing models may evolve over time.

WHY COHNREZNICK

At CohnReznick, we're united by a common mission to create opportunity, value, and trust for our clients, our people, and our communities. Whether it's working alongside your peers to solve a client challenge, or volunteering together at the local food bank, there are so many ways to find your why at the firm.

We believe it's important to balance work with everyday life – and make time for enjoyment and fun. We invest in a robust Total Rewards package that includes everything from generous PTO, a flexible work environment, expanded parental leave, extensive learning & development, and even paid time off for employees to volunteer.

YOUR ROLE

As a Service Desk Supervisor, you will serve as a leader, mentor, and escalation point, ensuring operational excellence across all Service Desk functions. You will act as a visible ambassador of the Global Digital & Cybersecurity organization and ensure that service delivery aligns with firm standards, policies, and user expectations.

Responsibilities include but not limited to:

Leadership & People Management

• Directly supervise, coach, and mentor Level 1 and Level 2 Service Desk Agents, fostering professional growth and accountability
• Conduct performance feedback, skill development, and ongoing coaching for team members
• Promote a culture of ownership, collaboration, and exceptional customer experience
• Assist with onboarding, training, and knowledge transfer for new Service Desk staff

Operational Oversight

• Oversee daily Service Desk operations, ensuring tickets are properly prioritized, assigned, and resolved within SLAs
• Manage escalations and ensure issues do not remain idle when transitioned to Level 3 SMEs
• Monitor workload distribution, staffing coverage, and shift effectiveness to support operations
• Ensure compliance with firm policies, best practices, and applicable US legislation
• Coordinate with the Service Desk Manager and other Service Desk Supervisors to ensure open issues are cleanly handed over across shifts

Service Quality & Continuous Improvement

• Own and curate the Service Desk Knowledge Base (KB), ensuring accuracy, relevance, and usability
• Prepare and validate materials for ingestion into AI/ML tools, including ServiceNow‑native capabilities
• Identify recurring issues and recommend process improvements, automation opportunities, and service enhancements
• Partner with Service Desk leadership to improve customer satisfaction, first‑contact resolution, and operational efficiency

Technical Oversight & Escalation Support

• Provide advanced guidance and oversight for troubleshooting complex incidents across hardware, software, networking, and mobile platforms
• Support enterprise applications such as Microsoft 365, Teams, Adobe Acrobat, and specialized firm systems (CaseWare, GoFileRoom, CCH Axcess, CCH Engagement)
• Ensure proper use of Active Directory, endpoint management, security tooling, VPN, and remote access technologies

Communication & Stakeholder Engagement

• Communicate professionally and effectively with firm leadership, business stakeholders, and end users
• Serve as a point of contact for Service Desk operational updates, risks, and improvement initiatives
• Maintain strict confidentiality and exercise appropriate discretion regarding firm information and issues

YOUR EXPERIENCE

The successful candidate will have:

• A strong passion for people leadership and delivering exceptional customer experiences
• Proven experience supervising or leading Service Desk, Helpdesk, or Call Center teams
• 2‑ or 4‑year degree (technology‑focused preferred) or equivalent professional experience
• 6+ years of experience in Helpdesk or IT support roles, with increasing responsibility
• Experience supervising and managing teams
• Experience supporting Microsoft‑centric environments (Windows 10/11, Microsoft 365, Teams)
• Working knowledge of IT security fundamentals, MFA, endpoint protection, and MDM/Intune
• Solid understanding of LAN, TCP/IP, VPN, and remote connectivity concepts
• Experience with ServiceNow or comparable ITSM platforms
• Strong analytical, organizational, and decision‑making skills
• Demonstrated integrity, professionalism, and leadership presence

Preferred Qualifications

• ITIL, CompTIA, Microsoft, or similar certifications
• Experience with cloud‑based contact center platforms (e.g., Amazon Connect)
• Prior involvement in knowledge management, automation, or service maturity initiatives

In addition, please take a moment to review our Universal Job Standards.

Studies have shown that we are less likely to apply to jobs unless we meet every single qualification. At CohnReznick, we are dedicated to building a diverse, equitable, and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or one of our other roles.

CohnReznick is an equal opportunity employer, committed to a diverse and inclusive team to drive business results and create a better future every day for our team members, clients, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. For more information, please see Equal Employment Opportunity Posters.

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at [Confidential Information] Please note: This email address is reserved for individuals with disabilities in need of assistance and are not a means of inquiry about positions or application statuses.

CohnReznick does not accept unsolicited resumes from third-party recruiters unless such recruiters are currently engaged by CohnReznick Talent Acquisition Team by way of a written agreement to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that CohnReznick will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.