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Service Desk Supervisor

Service Desk Supervisor

Allied Mineral Products is a leading manufacturer of monolithic refractories worldwide. We are currently seeking a Service Desk Supervisor in our Columbus, OH location. This role is responsible for leading the daily operations of the IT Service Desk, ensuring delivery of high-quality technical support to end users across the organization. This Service Desk Supervisor oversees service desk technicians, manages incident and approval workflows, enforces service-level agreements, and drives continual improvement initiatives. This role works closely with System Admins, Network Admins, Security, SAP, and Software Development teams to maintain stable operations and excellent support experience.

Key Duties and Responsibilities

Supervise the daily operations of the Service Desk, ensuring timely and effective resolution of incidents, service requests, and escalations.
Assign, prioritize, and monitor workloads for Service Desk Analysts.
Serve as the primary point of escalation for complex or high-impact issues.
Maintain shift schedules and workforce planning to support business needs.
Monitor service desk performance metrics (SLAs, response times, first-contact resolution, backlog).
Produce and present operational reports to management, highlighting trends and improvement opportunities.
Oversee knowledge base maintenance to ensure accurate, current documentation.
Provide coaching, mentoring, and performance evaluations for Service Desk technicians.
Conduct regular training sessions to improve technical, customer service, and troubleshooting skills.
Promote a culture of continuous learning and process improvement.
Ensure a positive, professional support experience for end users.
Handle customer complaints, ensuring effective resolution and improved future service.
Foster strong communication between IT and business units.
Identify inefficiencies and implement service desk process improvements.
Collaborate with Infrastructure, Network, Security, and Application teams to streamline support workflows.

Qualifications

3–5+ years of experience in IT support, with at least 1–2 years in a supervisory or team lead role.
A Bachelor of Science degree in Computer Science or related field, or equivalent work experience desired.
Strong understanding of ITIL principles and service management frameworks.
Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, Remedy).
Excellent communication, leadership, and customer service skills.
Ability to manage competing priorities in a fast-paced environment.
Solid troubleshooting skills across Windows, macOS, mobile devices, and common enterprise applications
ITIL Foundation certification or higher preferred.
Experience in enterprise or global IT environments.
Familiarity with infrastructure technologies (networking, servers, endpoint management, cloud services).
Knowledge of self-service portals, automation, and modern service desk best practices
Must have strong interpersonal, written and verbal communication skills.
Must be direct and able to work independently.
Must be willing to work unusual hours when needed.
Must be dependable and punctual.

Benefits

Competitive Base Pay
Employee Stock Ownership Plan (ESOP) retirement plan with 25% annual company contribution
401K program
Annual Profit Sharing
Paid Time Off for Vacation, Sick Days, Holidays
Medical, Prescription Drug, Dental, and Vision programs
Life Insurance
Short-Term, and Long-Term disability

Allied Mineral Products Holding, Inc. is an Equal Opportunity Employer/Veterans/Disabled.

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