The Service Desk Supervisor leads and mentors the IT Service Desk team while providing second/third-level support to resolve technical issues. This role involves managing the daily operations of the Service Desk, implementing IT process improvements, and supporting the Systems Administrator with maintenance tasks as needed. The Supervisor will ensure a high standard of service delivery, assist with ticket resolution, and handle overflow calls to the IT phone line when required.
Organizational Impact:
Oversee all aspects of the IT Service Desk, including staff, software, policies, procedures, and vendor relationships.
Essential Duties and Responsibilities:
Managing: Lead, mentor, and support IT Service Desk associates.
Reporting: Track and report on Service Desk activities and metrics for leadership.
Creating: Develop and implement policies, procedures, and training programs.
Analyzing: Evaluate Service Desk operations to identify improvement opportunities.
Writing: Prepare annual performance reviews, development plans, and incident summaries.
Reviewing: Assess associate performance and refine procedures for efficiency.
Stay informed about new trends and best practices in IT Service Delivery.
Skills and Experience Required:
Minimum of 5 years of IT operations experience in troubleshooting or support roles.
At least 1 year of informal supervisory experience, such as team lead or equivalent.
ITIL Foundations training completion required; certification preferred.
Advanced knowledge of end-user devices and a general understanding of networking.
Strong ability to generate reports and present findings to senior leadership.
Office environment.
Must be able to:
Sit, walk, stand, and use hands for handling equipment.
Reach with hands and arms.
Communicate effectively by talking and hearing.
Read, write, and interpret text.
Occasionally lift and move objects weighing up to 40 pounds.