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Supervisor Service Desk

1 month ago

Nashville, United States DYOPATH Full time
DYOPATH, a leading Managed Service Provider (MSP), was founded to empower organizations by delivering trusted IT solutions. At DYOPATH, we pursue both purpose and success, knowing one will ultimately lead to the other. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. Our team is passionate, fun, creative, and courageous in communications.

At DYOPATH, we're excited to have been awarded "Great Place to Work" four years in a row What makes us so great? Our people - we drive DYOPATH's award-winning culture through our collaboration, innovation, and respect for one another.

We believe that:
  • You should be able to grow and feel empowered at work.
  • You should have fun in a diversified environment and bring your true self to work daily.
  • Work-life balance is vital to our positive culture.

We are waiting for you to bring your creativity, passion, and entrepreneurial spirit to DYOPATH

This position pays $65000 annually and is hybrid in the Nashville area.

We are hiring a Service Desk Supervisor in the Nashville, TN area

As a Service Desk Supervisor, you manage a team of service desk analysts who provide technical end-user support. This includes managing schedules, setting goals, and providing training and coaching to team members. You play a critical role in ensuring that clients receive high-quality technical support and that the service desk team operates efficiently and effectively. You will work closely with the Service Desk Manager to achieve the goals of the department and the organization as a whole.

Essential Functions and Responsibilities:
  • Define and maintain service level agreements (SLAs) for service desk support
  • Ensure timely and effective resolution of technical issues reported by end-users
  • Develop and maintain technical documentation related to service desk support processes
  • Manage service desk budgets, including the procurement and maintenance of tools and software
  • Develop and maintain relationships with key stakeholders, including internal customers and vendors
  • Provide regular reports on service desk performance to senior management
  • Manage a team of service desk support analysts and supervisors, including hiring, training, and performance management
  • Lead and participate in cross-functional projects related to service desk support and service delivery
  • Work with other IT teams to identify and resolve complex technical issues
  • Develop and implement service desk policies and procedures
  • Maintain up-to-date knowledge of new technologies and industry trends related to service desk support

What skills and certifications will you be bringing to the position?
  • 5+ years of experience in technical support, preferably in a service desk environment
  • 5+ years of experience in a management or leadership role
  • Strong problem-solving skills and the ability to diagnose and resolve complex technical issues
  • Excellent communication and interpersonal skills
  • Knowledge of IT service management frameworks such as ITIL
  • Experience with IT Service Management (ITSM) ticketing systems such as BMC Helix or ServiceNow
  • Strong leadership and coaching skills
  • Ability to work in a fast-paced environment and manage multiple priorities

At DYOPATH, we offer top-notch benefits that helped us earn our "Great Place to Work" certificate Here's what we offer:

  • Medical, Dental, Prescription, Vision, Life and Disability Insurance
  • Flexible Spending Account (FSA) as well as Health Savings Account (HSA)
  • Employee Assistance Program and Comprehensive Wellness Program
  • 401 (k) Retirement Savings Plan with company match
  • PTO - Paid Holidays and Vacation Time
  • Continuous Learning and Development Programs
  • Employee Referral Programs
  • Pet Insurance plans
  • Growth opportunities

Don't hesitate - this position won't be available long Join our creative and innovative team. Apply Today

Equal Opportunity Employer

DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. For more information about DYOPATH, please visit our website at www.dyopath.com. The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.