Supervisor of Service Desk

Job Summary
We are seeking an energetic and detail-oriented Supervisor of Service Desk to lead our technical support team. In this role, you will oversee daily operations of the service desk, ensuring prompt and effective resolution of IT issues across the organization. Your leadership will drive exceptional customer service, streamline support processes, and foster a collaborative environment that promotes continuous improvement. The ideal candidate is passionate about IT support, possesses strong communication skills, and thrives in a fast-paced setting where problem-solving and technical expertise are essential.

Duties

• Supervise and coordinate the activities of the Service Desk team to deliver high-quality IT support services.
• Provide advanced technical support for software troubleshooting, hardware issues, and network connectivity problems.
• Manage escalations efficiently, ensuring timely resolution of complex incidents related to computer management, operating systems (Windows, macOS, Linux), and network infrastructure.
• Oversee the administration of IT systems including Active Directory, DNS, TCP/IP, VPNs, firewalls, and LAN/WAN networks such as Meraki.
• Utilize tools like ServiceNow, Jira, BMC Remedy, and SCCM to track incidents, manage workflows, and generate reports for performance analysis.
• Implement and enforce IT policies related to security protocols including firewall configurations, GPOs (Group Policy Objects), and network security measures.
• Support the deployment and maintenance of computer hardware, mobile devices, operating systems, and peripheral equipment to ensure optimal performance.
• Collaborate with other IT teams on infrastructure projects involving Windows Server environments and Microsoft Office applications.
• Conduct training sessions for team members on new technologies or procedures to enhance overall service quality.
• Maintain detailed documentation of support procedures, incident logs, and asset management records.

Experience

• Proven experience in a supervisory role within an IT help desk or service desk environment.
• Extensive knowledge of technical support practices for software troubleshooting, desktop support, and computer hardware management.
• Strong familiarity with operating systems including Windows (Windows Server), macOS, Linux; network protocols such as TCP/IP; and network administration concepts like DNS and DHCP.
• Hands-on experience with IT support tools such as ServiceNow, Jira, BMC Remedy; SCCM; GPO; Active Directory; DNS; VPN solutions; firewall management; LAN/WAN configuration; Meraki networking equipment; and Microsoft Office Suite.
• Demonstrated ability to analyze complex technical issues quickly and develop effective solutions.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Ability to lead a team effectively while managing multiple priorities in a dynamic environment. Join us as a Supervisor of Service Desk to lead our dedicated team in delivering exceptional IT support that keeps our organization running smoothly!

Pay: $12.00 - $15.00 per hour

Work Location: In person