Service Desk Supervisor

2 months ago


Cincinnati, United States Encore Technologies Full time

Encore Technologies is seeking a Lead Service Desk Analyst


The role involves planning, organizing, and directing the Service Desk-related activities and personnel, ensuring high availability and support for all IT-related services.


Encore Technologies has been named one of the fastest-growing companies and Tech Company of the Year by the Cincinnati Business Courier. We are a comprehensive IT support provider focused on solving business challenges with innovative solutions. Our mission is to serve as a long-term trusted advisor to help develop and support our customers ’ strategic and transformative initiatives.

  • 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 Technologies is an Equal Opportunity Employer. We respect and seek to empower each individual and support our workforce's diverse cultures, perspectives, skills, and experiences.



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