Service Desk Supervisor - #1112935

The Service Desk Supervisor to oversee daily IT support operations and ensure efficient resolution of user issues. The ideal candidate will bring hands-on technical expertise, strong leadership, and the ability to mentor a team in delivering excellent service to our users.

Responsibilities :

• Supervise and guide the Service Desk team in providing first-level support to end users.

• Monitor, prioritize, and assign IT service tickets to ensure timely resolution.

• Support and maintain IT infrastructure, including Windows servers, desktops, and virtualization platforms.

• Oversee IT asset management, software deployment, and system updates.

• Collaborate with other IT teams on escalations, change management, and infrastructure improvements.

• Document processes, prepare reports, and ensure compliance with IT policies and ITIL best practices.

• Provide training, coaching, and performance feedback to Service Desk staff.

• Serve as point of contact for critical issues and escalations, ensuring business continuity.

Requirements :

• High School Diploma or GED required.

• Bachelor’s Degree in Computer Science preferred, with 1–3 years of System Administration or IT Service Desk experience; or an equivalent combination of education and experience.

• Previous experience in server and PC hardware/software installation required.

• Prior supervisory or team lead experience is highly desirable.

• Strong knowledge of Windows Server Administration (Active Directory, DNS, DHCP).

• Proficiency in Windows PowerShell and/or VB scripting for automation.

• Experience with server and desktop virtualization; Nutanix AHV experience a plus.

• Understanding of server hardware (RAID, PERC, etc.).

• Proficiency with Microsoft Office applications (Excel, Word, PowerPoint, Outlook, OneDrive).

• Familiarity with Microsoft SharePoint Team Sites.

• Knowledge of Cisco IOS commands is an advantage.

• Experience with Windows performance tuning and troubleshooting.

• Familiarity with IT ticketing systems (ServiceNow a plus).

• Understanding of ITIL change management processes.

• Experience with telephone systems (Alcatel a plus).

• Strong analytical, problem-solving, and organizational skills.

• Excellent verbal and written communication, with the ability to document IT procedures.

• Ability to multi-task and manage priorities effectively in a fast-paced environment.

• Willingness to assist occasionally during weekends or after hours when needed.