Supervisor, Service Desk

📋 Description

• Lead, mentor, and develop a team of service desk analysts to deliver exceptional technical support
• Define, maintain, and manage Service Level Agreements (SLAs) for service desk operations
• Ensure timely and effective resolution of end-user technical issues and escalations
• Develop and maintain service desk policies, procedures, and technical documentation
• Manage service desk budgets, including procurement and maintenance of tools, software, and resources
• Build and maintain strong relationships with internal customers, vendors, and key stakeholders

🎯 Requirements

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent
• HDI Support Center Analyst (HDI-SCA) certification preferred
• ITIL Foundation certification preferred
• ITIL Practitioner certification preferred
• 5+ years of experience in technical support, preferably within a service desk environment
• 5+ years of experience in a leadership or management role

🎁 Benefits

• Medical, Dental, and Vision coverage
• Life insurance
• 401(k) with company match
• “You Pick a Day” paid holiday
• FSA and HSA options
• Pet insurance