Supervisor Service Desk

The Supervisor Service Desk is responsible for leading day-to-day Service Desk operations to ensure the delivery of high-quality, consistent, and customer-focused IT support services across a global or regional environment. This role supervises Service Desk analysts and external support partners, oversees incident and request management in alignment with ITIL best practices, and serves as an escalation point for complex or high-impact issues. The Supervisor Service Desk partners closely with Infrastructure, Applications, Cybersecurity, and business stakeholders to drive service excellence, continuous improvement, and a positive end-user experience. Responsibilities

• Supervise, coach, and develop Service Desk team members, including performance management, training, and workforce planning.
• Oversee incident and service request intake, prioritization, assignment, escalation, and resolution through ITSM tools.
• Act as an escalation point for complex technical issues, executive support needs, and major incidents.
• Coordinate communications during service disruptions and outages.
• Monitor service desk performance metrics, including SLAs, CSAT, backlog, and ticket quality, and drive improvement actions.
• Maintain and improve knowledge management, standard operating procedures, and self-service capabilities.
• Collaborate with internal IT teams and third-party vendors to ensure seamless service delivery.
• Ensure adherence to policies, compliance requirements, and quality standards.
• Support budgeting, resource planning, and vendor management activities.

Essential Functions of the Role

• Communicate effectively via email, phone, and virtual platforms.
• Collaborate across departments to support organizational goals.
• Ensure data accuracy and confidentiality in compliance with company and legal standards.
• Manage multiple priorities and deadlines in a fast-paced environment.
• Demonstrate initiative in identifying process improvements or automation opportunities.
• Resolve inquiries and issues with professionalism and discretion.
• Maintain secure handling of sensitive information.
• Travel frequently, including overnight and occasional weekend travel.
• Occasional lifting of materials up to 15 pounds may be required.

• Bachelor's Degree with 8-12 years of related experience, * Experience supporting enterprise environments, including cloud and on-premises technologies.
• Demonstrated experience with ITSM processes and tools., * Be Agile - Innovates and adapts quickly, approaching change with curiosity while persisting through obstacles.
• Be Customer Centric - Considers the needs, experiences and feedback of customers in all we do.
• Be People-Focused - Builds trust and collaborates with an inclusive and empathetic approach.
• Be Performance Driven - Operates with an ownership mindset, driving meaningful outcomes.
• Live The Schneiders' Legacy, Our Noble Purpose - Passionately serves Our Mission and Vision, while demonstrating the Immutable Principles.

Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.