Service Desk Supervisor

Service Desk Supervisor

***Remote***
**U.S. Citizenship Required***

We're looking for a Service Desk Lead to oversee our first-line support team. The ideal candidate has strong customer service skills, technical know-how, and experience supervising service desk teams. In this full-time role, you'll manage level one agents, handle technical escalations, and provide phone, chat, and remote support in a fast-paced environment. You'll also work with multiple clients and technologies, adapting to different software applications and processes.

This is a night shift position. Work hours are Mon-Fri 10P-7A ET, rotating weekends 11P-8A ET.

Job Description:

• Supervise staff responsible for first level technical support, ensuring all incidents are properly documented, tracked and resolution occurs within client Service Level Agreements.


• Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.


• Assists with taking customer calls as needed.


• Assists with setting goals and objectives for the Service Desk Operations organization.


• Facilitates the day to day management of customer problems/requests/issues.


• Monitors incidents and ensures that Service Level Agreements are met.


• Identifies and recommends areas which need to be addressed by new or streamlined procedures.


• Performs follow up on incidents with customers as needed to ensure customer satisfaction.


• Develops and maintains knowledge of customer and customer specific business environment. Ensures staff acquires customer specific skills and knowledge.


• Supervises and/or works on project work as appropriate. Provides support for new business transition activities as required.


• Provides leadership and direction to staff as required. This includes training, evaluations, staffing, time reporting and other HR issues, as appropriate.


• Maintains an informed status of operations by attending meetings, conferences and focus groups as appropriate.


• Clearly defines and communicates roles and expectations to supervised personnel.


• Responsible for monitoring employee performance and behavior, coaching, mentoring and taking corrective action as appropriate.


• Recognize and value the contribution of supervised staff, recommending promotions, compensation, and termination.


• Assists in developing and communicating the necessary policies, procedures, standards and processes that promote productivity and effective resource utilization.

Minimum Qualifications

• Associate degree in Computer Information Systems, Information Technology, related field OR equivalent experience (may substitute 4 years additional service desk or IT experience for degree)


• 3 years Help Desk or IT experience


• At least 1 year experience as a help desk supervisor or 2 years as a help desk lead


• Solid technical and troubleshooting skills


• Candidate must have experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projects.


• Candidate must be able to use a variety of word processing, spreadsheet, graphics and scheduling tools.


• Candidate must have experience in being able to gather and convert data into a written narrative.


• Excellent written and communication skills


• Exceptional customer service skills


• Experience creating support documentation


• Due to federal contract requirements ship is required

Other Job Specific Skills

• Secret clearance eligible


• HDI or ITIL certification


• Experience with IT Service Management systems like ServiceNow


• Experience with Microsoft Dynamics CRM


• 6 months working knowledge of Active Directory

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