Service Desk Superviser
Overview
The role involves planning, organizing, and directing the Service Desk-related activities and personnel, ensuring high availability and support for all IT-related services.
· Onsite in Cincinnati OH
· The work schedule is Monday-Friday 8:00 am- 5:00 pm
Responsibilities:
- Oversee all IT service-related efforts of a team of 3 – 5 including desktop, laptop, related hardware and software, procurement, and mobile devices.
- Perform annual employee appraisals and coaching as needed.
- Establish, refine, and implement industry best practices for Service Desk operations.
- Manage the support for all end-user IT-related hardware and applications.
- Review incidents to ensure proper escalation procedures are being followed.
- Keeps the leadership team informed and recommends resolutions.
- Coordinates with appropriate managers and departments throughout the organization to ensure services provided are as transparent as possible and meet the needs of the organization.
- Manages IT Service Desk efforts including evaluations, recommendations, resource planning, control, and status reporting.
- Supervise and monitor the performance of all IT service desk staff.
- Provides technical training, professional counseling, and mentorship to all team members contributing to service efforts.
- Responds to customer service requests in a timely and efficient manner.
Qualifications:
- Associate degree in computer science or two years of relevant experience
- 3+ years of experience working at the Service Desk or related work experience including some supervisory experience.
- Experience in a Service Support Leadership position
- Excellent communication and leadership skills
Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
