Service Desk Supervisor

Job Summary

To enhance the IT Service Desk operations, the full-time Service Desk Supervisor will provide hands-on supervision, mentor staff, and oversee the delivery of technology support across multiple locations, with remote work flexibility.

Key responsibilities

• Supervise, mentor, and evaluate Service Desk staff while managing scheduling and prioritization of support activities
• Monitor performance metrics and implement continuous improvement initiatives in line with ITIL best practices
• Handle technical escalations and participate in training new Service Desk analysts, ensuring excellent customer service throughout

Required qualifications

• Four-year technical degree or equivalent work experience
• 6+ years of Service Desk experience in an enterprise environment
• 6+ years of Microsoft product support experience, including Windows 11 and Microsoft Office Suite
• 2+ years of supervisory experience leading a team of five or more
• Experience with project management and a creative approach to automation using AI tools