IT Supervisor - Service Desk
Service Desk-Specific Responsibilities
Lead, coach, and develop the entry-level members of the service desk team, fostering engagement, accountability, and continuous growth.
Establish clear expectations for performance, customer service standards, and professional conduct, reinforcing them through regular feedback and coaching.
Identify individual strengths and growth opportunities within the team to support career progression and succession planning.
Champion and enforce a high-touch, white-glove customer service standard for all users.
Excellent written and verbal communication with the ability to work with groups from the VIP level such as board and executives to the field at their level of understanding.
Serve as a primary escalation point for complex or sensitive customer service issues, ensuring timely resolution and clear communication.
Maintain a steady presence for users and the team by being in the office 4 days a week including rotational or as-needed regional and other travel.
Own and continuously improve service desk processes, documentation, knowledge base, and operating standards based on the ITIL framework.
Proactively manage and address tickets in the service desk queue, acting as a Tier 2/3 technical resource when necessary while maintaining a primary focus on supervision.
Lead by example by participating in an on-call support rotation to ensure 24/7 operational support.
Metrics, Trends & Continuous Improvement
Monitor service desk performance against key metrics (e.g., response time, resolution time, first-touch resolution) to gauge service health.
Identify, analyze, and report on trends, recurring issues, and systemic problems, escalating insights with recommended actions for improvement.
Use data and observations to guide process improvements, training opportunities, and service adjustments.
General Knowledge And Skills
Develops skills in dealing with the uncertainty of change.
Builds skills to effectively deal constructively with problems that do not have clear solutions or outcomes.
Builds skills that moves beyond the traditional ways of thinking; pushes past the status quo and innovates solutions; takes ideas and plans and implement them effectively.
Encourages diverse thinking to promote and nurture innovation.
Builds skills to marshal resources (people, funding, materials, and support) in order to get things done; builds skills to be able to get the most out of limited resources.
Develops skills in orchestrating multiple activities simultaneously to accomplish goals.
Education
Associates or Bachelor's degree in related field required.
Some supervisory or management course work a plus.
Experience
5-7 years of relevant work experience in an IT support environment strongly preferred.
Compensation and Benefits
Competitive compensation and benefits programs which include, but are not limited to, variable pay, health care coverage, retirement plan, protection coverage, time off and leave programs, training and development opportunities and a range of allowances connected to specific work situations.