Service Desk Supervisor

• Supervise service desk workflows, assign and prioritize requests, and manage customer support tickets through resolution.
• Coach team members handling IT support, desktop support, hardware support, Windows support, and macOS and mobile device issues.
• Guide equipment, software, network, and technical troubleshooting; escalate complex incidents and communicate status clearly.
• Support Active Directory management, computer management, and IT infrastructure, including Microsoft Windows Server and Linux environments.
• Assist with computer networking and network troubleshooting across LANs, VPNs, firewalls, DNS, TCP/IP, and TCP connections. Your impact: Clear priorities and coordinated support help employees return to productive work with less disruption.

At least five (5) years of FTE experience providing ITSM technical support on a service desk.

At least two (2) years of FTE experience providing ITSM supervision over a technical support service desk for an enterprise IT organization(s) of at least 5,000 end users.

At least one (1) year of combined FTE experience using AWS Connect and Salesforce Service Cloud Voice as a service desk tool.

Possession of a current ITIL Certification.

• Experience leading or coordinating technical support, help desk systems, customer support, or related IT operations.
• Working knowledge of Windows, operating systems, computer hardware, Microsoft Office, and common desktop support practices.
• Familiarity with networking concepts, including LAN, DNS, TCP/IP, VPN, and firewall troubleshooting; deeper experience with server or Linux environments is a plus.
• Strong communication and analysis skills, with the ability to explain technical issues clearly and manage competing requests.