IT Supervisor

The Bowers Group – A Legence Company
Established in 1984, The Bowers Group is a trusted provider of mechanical construction, service, and repair solutions across Maryland, Virginia, and Washington, D.C. With over three decades of experience, we serve a wide range of clients—from general contractors and technology-driven organizations to healthcare facilities, government agencies, and property managers. We deliver projects through a disciplined, collaborative approach focused on quality, cost control, and reliability. Our process includes rigorous equipment selection, detailed reviews, and proactive subcontractor management—helping us anticipate risks, avoid delays, and ensure safe, compliant, and efficient results. Our success is built on a people-first culture of teamwork, accountability, and respect. By investing in our employees and fostering open communication, we create an environment that supports long-term relationships—with both our team and our clients.

Position Overview
The IT Service Desk is the central point of contact for all IT-related incidents and service requests. The IT Supervisor is responsible for overseeing daily Service Desk operations and leading a team of IT Support Specialists to ensure service levels and targets are consistently achieved.

This role provides advanced-level support, manages escalations, and ensures efficient delivery of IT services across supported offices. Service Desk staff work in a fast-paced environment providing support via phone, email, in person, and self-service. This position will be based out of the DMV region, supporting 8 Bowers offices, reporting to the I&M Sr. IT Operations Manager.

Key Responsibilities:

• Team Leadership & Supervision
  
  • Lead, coach, and develop a team of IT Support Specialists, ensuring consistent performance and professional growth
  • Provide day-to-day oversight of ticket queues, workload distribution, and team productivity
  • Conduct regular one-on-ones, performance reviews, and coaching sessions
  • Ensure adherence to IT standards, processes, and service expectations across the team
  • Act as the primary escalation point for complex or high-impact issues
• Service Desk Operations
  
  • Oversee incident and service request management to ensure SLA compliance and timely resolution
  • Monitor queue health, aging tickets, and backlog, driving corrective actions when needed
  • Ensure accurate ticket documentation, categorization, and closure quality
  • Coordinate escalation to infrastructure, network, or application teams as appropriate
  • Maintain strong communication with end users and business stakeholders
• Technical Support & Escalation
  
  • Provide advanced troubleshooting support for complex hardware, software, and network issues
  • Support enterprise technologies including desktops, laptops, mobile devices, and collaboration tools
  • Assist with root cause analysis and problem management for recurring issues
  • Ensure proper onboarding/offboarding execution, account management, and asset lifecycle processes
• Operational Excellence & Continuous Improvement
  
  • Identify and implement process improvements to enhance service delivery and efficiency
  • Drive standardization of support practices across Bowers locations
  • Participate in and lead IT projects, including device refreshes, migrations, and system rollouts
  • Track and report on key operational metrics (SLA performance, backlog, customer satisfaction)
  • Support audit and compliance requirements related to IT service management
• Collaboration & Communication
  
  • Partner with business unit leaders to understand support needs and improve service alignment
  • Communicate effectively with both technical and non-technical stakeholders
  • Foster a customer-first culture within the support team
  • Other duties as assigned

Desired Skills and Experience

• Qualifications
  
  • Bachelor’s degree in Information Technology or equivalent experience
  • 5+ years of experience in IT support or service desk operations
  • 2+ years of experience in a lead or supervisory capacity preferred
• Technical Expertise:
  
  • Dell desktops and laptops
  • Microsoft Active Directory, Azure AD, Microsoft 365 (Teams, Exchange Online, SharePoint)
  • Apple and Android mobile devices
• Core Competencies:
  
  • Strong leadership, coaching, and team development skills
  • Proven ability to manage competing priorities in a fast-paced environment
  • Strong analytical and problem-solving capabilities
  • Excellent verbal and written communication skills
  • Customer-focused mindset with a commitment to service quality and accountability
• Preferred:
  
  • Experience with ITSM platforms (Freshservice, ServiceNow, or similar)
  • Experience with mobile device management and encryption
  • Experience supporting multi-site environments
  • Experience supporting audit/compliance or ITIL-based processes

#LI-AC1 

Salary Range: $110k-$115k

About Legence
Legence (Nasdaq: LGN) is a leading provider of engineering, consulting, installation, and maintenance services for mission-critical systems in buildings. The company specializes in designing, fabricating, and installing complex HVAC, process piping, and other mechanical, electrical, and plumbing (MEP) systems—enhancing energy efficiency, reliability, and sustainability in new and existing facilities. Legence also delivers long-term performance through strategic upgrades and holistic solutions. Serving some of the world’s most technically demanding sectors, Legence counts over 60% of the Nasdaq-100 Index among its clients.

Benefits Overview
Health & Welfare: Company Paid medical, dental, vision, prescription drug, accident & sickness benefit, basic group life and AD&D
Time Off Benefits: Comprehensive Paid Time Off (PTO) program. 
Financial Benefits: 401(k) retirement savings plan

Reasonable Accommodations
If you need assistance or accommodations during the application or interview process, please contact us at ta@wearelegence.com or your dedicated recruiter with the job title and requisition number.

Employment Eligibility
Candidates must have current work authorization in the U.S.; visa sponsorship is not available for this position.

Third-Party Recruiting Disclaimer
Legence and its affiliates do not accept unsolicited resumes from agencies; any such submissions without a prior signed agreement authorized by Legence Holdings LLC's CHRO or Director of Talent Acquisition will not incur fees and are considered property of Legence.

Pay Disclosure & Considerations
Where pay ranges are indicated, please note that a successful candidate’s exact pay will be determined based relevant job-related factors, including any of the following: candidate’s experience, skills, and qualifications, as well as geographic and market considerations.  We are committed to ensuring fair and competitive compensation for all employees and comply with all applicable salary transparency laws. 

Equal Employment Opportunity Employer
Legence and its affiliate companies are proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), marital or familial status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, other non-merit-based factors, and any other characteristic protected under applicable local, state or federal laws and regulations.
EEO is the Law