Service Desk Supervisor

Fernway is building a service desk that scales with us across every market we operate in, and we are looking for a player-coach to lead it. In this Service Desk Supervisor role you will own the day-to-day health of -end-user support: leading and coordinating a team of nearshore support resources who handle the bulk of ticket volume, while staying hands-on in the queue and owning tickets directly yourself. You will also manage our managed service provider relationship and run hardware procurement for the entire company. It is an ideal next step for someone with a couple of years of IT support experience who is ready to grow into a broader technology leadership role. This is a remote position, with a preference for candidates in commutable distance to one of our facilities as travel to sites may be required as needed. Key Responsibilities Service Desk Ownership & Performance Own the end-to-end operation of the service desk, ensuring tickets are triaged, prioritized, and resolved within target SLAs. Lead and coordinate a team of nearshore support resources, balancing your own active ticket ownership with coaching, scheduling, and oversight of the team’s work. Define, track, and report on service desk performance metrics — resolution time, first-contact resolution, ticket volume, backlog, and CSAT — and use them to drive continuous improvement. Identify recurring issues and partner with the broader Technology team on root-cause fixes, documentation, and self-service solutions. MSP Relationship Management Manage the day-to-day relationship with our managed service provider, who delivers desktop support and information security support to our users. Serve as the primary liaison for escalations, ensuring the MSP consistently meets service expectations and SLAs. Coordinate between the MSP and internal stakeholders to keep work moving, accountability clear, and users informed. Hardware Procurement Own hardware procurement across the entire organization: laptops, peripherals, and end-user equipment. Manage inventory, standardize device configurations, and forecast needs for new hires and market expansion. Maintain vendor relationships and track spend against budget. Skills, Knowledge and Expertise 2–3 years of experience in IT support, help desk, or service desk operations. Familiarity with ITSM / ticketing platforms (we use Freshservice) and core productivity tools (we use Google Workspace). Some exposure to coordinating, mentoring, or leading others is a plus, formal management experience is not required. Strong organizational and communication skills, with the ability to manage competing priorities calmly. A customer-service mindset and genuine interest in growing into a technology leadership role. Cannabis industry experience is a plus but not required. Experience the Fernway Advantage Generous annual leave: 13 paid holidays and up to 3 weeks PTO (hourly and salaried staff alike) Comprehensive health coverage: company-sponsored health, dental, and vision insurance Extra benefits: PSL, FSA, life insurance, 401(k) with match, discounted pet insurance and gym membership