Supervisor, Service Desk

2 weeks ago


Columbus, United States NetJets Full time
Purpose of Position

The Supervisor, Service Desk is responsible for leading, mentoring and developing a team of Service Desk Analysts that provide 24x7x365 Tier 1 and Tier 2 support to NetJets team members. Reporting to the Manager, Service Support, the Supervisor is responsible for leading and overseeing the day-to-day operations of the service desk team, including planning, assigning, and directing work. The service desk supervisor ensures that the service desk team is consistently delivering exceptional service, meetings SLA's and following call, ticket and incident management practices as established with ITSM leading practices. The Service Desk serves as the initial point of contact for teams seeking assistance with software, hardware, mobile devices, enterprise & business applications, telecommunication devices and more.

Tasks and Responsibilities
  • Lead and oversee the day-to-day operations of the service desk team, ensuring timely resolution of technical issues and exceptional customer service delivery.
  • Conduct regular coaching and 1:1 session with SD analysts to review performance and adherence to SLA's, KPI's and CSAT
  • Direct staff activities, including managing team schedule and coverage, time tracking, and PTO request. Monitor queue interaction stats to ensure appropriate workload distribution.
  • Provides data and reporting of KPI's and trends to Manager Service Support ad-hoc, weekly or monthly and as needed. Provide monthly KPI results to direct reports.
  • Lead weekly team meetings focused on continuous improvements and learning opportunities.
  • Lead the partnership with A-Team, Mobile, EUT and other IT teams to identify and grow Service Desk scope and first touch resolutions.
  • Collaborate with Manager Service Support to attract, retain and develop top talent for the evolving needs of the service desk.
  • Inspire the team to adopt leading practices and ensure continuous improvements.
  • Develop and implement service desk policies, procedures, and standards to optimize efficiency, productivity, and service quality.
  • Provide leadership, guidance, and mentorship to service desk staff, fostering a positive and collaborative team environment.
  • Set clear performance expectations and goals for service desk technicians, conducting regular performance evaluations, and providing feedback for continuous improvement.
  • Monitor service desk metrics and key performance indicators (KPIs), analyzing trends and identifying areas for improvement to enhance service delivery.
Education Associate's in Information Technology or Business Certifications and Licenses Years of Experience 4-6 years of experience Core Competencies Adaptability Collaboration Curiosity Service-Oriented Strives For Positive Results Knowledge, Skills, Abilities and Other (KSAOs)
  • Bachelor's degree in information technology or related field
  • Minimum 6 years' experience in Service Desk and/or IT/contact center support environment
  • Minimum 4 years of team lead or management experience in a service desk/helpdesk environment
  • Excellent analytical, problem solving and decision-making skills.
  • Excellent verbal and written communication skills, ability to support, partner with and communicate to a diverse audience.
  • Strong leadership and communication skills, with a passion for team building and collaboration.
  • Strong knowledge of ITIL framework and ITSM best practices
  • Strong Knowledge of IT service management (ITSM) software and tools
  • Experience with crucial conversations
  • Ability of adapt to changing environments and lead with positivity.
  • Familiarity with Genesys phone system
  • Experience supporting industry standard software's and applications, including Microsoft Office programs, Adobe Reader/Acrobat, Apple iOS, Google Chrome, Microsoft Edge, Remote Desktop Connection, Phone systems.
  • ITIL certification a plus


  • Columbus, United States NetJets Full time

    Purpose of Position The Supervisor, Service Desk is responsible for leading, mentoring and developing a team of Service Desk Analysts that provide 24x7x365 Tier 1 and Tier 2 support to NetJets team members. Reporting to the Manager, Service Support, the Supervisor is responsible for leading and overseeing the day-to-day operations of the service desk team,...


  • Columbus, United States NetJets & EJM Full time

    Purpose of Position The Supervisor, Service Desk is responsible for leading, mentoring and developing a team of Service Desk Analysts that provide 24x7x365 Tier 1 and Tier 2 support to NetJets team members. Reporting to the Manager, Service Support, the Supervisor is responsible for leading and overseeing the day-to-day operations of the service desk team,...


  • Columbus, United States NetJets & EJM Full time

    Purpose of Position The Supervisor, Service Desk is responsible for leading, mentoring and developing a team of Service Desk Analysts that provide 24x7x365 Tier 1 and Tier 2 support to NetJets team members. Reporting to the Manager, Service Support, the Supervisor is responsible for leading and overseeing the day-to-day operations of the service desk team,...


  • Columbus, United States Jobs for Humanity Full time

    Company Description Jobs for Humanity is collaborating with Safelite to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life. Company Name: Safelite Job Description Does this position interest you? You should apply - even if you don't match every single requirement! We're known as an auto glass company....


  • Columbus, United States Jobs for Humanity Full time

    Company Description Jobs for Humanity is collaborating with Safelite to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life. Company Name: Safelite Job Description Does this position interest you? You should apply - even if you don't match every single requirement! We're known as an auto glass company....

  • Front Desk Supervisor

    2 weeks ago


    Columbus, United States Sonesta International Hotels Full time

    The Front Desk Supervisor (FDS) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is the lead Front Desk support for Front Desk, Operations Manager, Supervisor, Guest Service, Hotel


  • Columbus, United States Atrium Hospitality Full time

    Hotel: Columbus Airport Marriott. Front Desk Supervisor. Full time. Atrium SPIRIT where teamwork, passion and appreciation ignite service excellence Pay Rate: Experienced Rate of Pay $17.59 per hour. At Atrium Hospitality, we want our associates to Front Desk, Supervisor, Customer Service, Hotel, Associate


  • Columbus, United States Doubletree Columbus Full time

    Property Description: DoubleTree Columbus, located in the vibrant city of Columbus, Ohio, is seeking talented individuals to join our team! As a job applicant, you'll have the opportunity to work in a contemporary and upscale hotel that offers exceptional service and amenities to our guests. With positions available in front desk, housekeeping, food and...


  • Columbus, United States Home 2 Suites Columbus Full time

    Come join our dynamic team at the Home2 Suites 131 Carrie Lane - Columbus, IN -Great starting pay and flexible shifts! -Up to 15 PTO Days per year for FT and PT! -Medical, Dental and Vision Insurance -Critical Illness and Accident Insurances -Monthly and Referral Bonus -401k -Pet Insurance -Brand Travel Discounts Job Description: The Front Desk Supervisor is...


  • Columbus, United States Sonesta International Hotels Corporation Full time

    Job Description SummaryThe Front Desk Supervisor (FDS) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is the lead Front Desk support for the Operations Manager. The main focus of the role is the training, supervising, and...


  • Columbus, United States Drury Hotels Company, LLC Full time

    Under general supervision, assists management team with supervising the front desk / guest service positions of the hotel. Ensures Drury Hotels policies and procedures are consistently communicated and followed at all times. Always maintains a high Guest Service, Supervisor, Service, Guest, Retail, Team Member


  • Columbus, United States Paul Mitchell Schools Full time

    Paul Mitchell The School Columbus is seeking a qualified Service Desk Coordinator to join our family! With over one hundred schools nation-wide, Paul Mitchell Schools is growing faster than ever. Our "One Size Fits All" and "Be Nice" culture creates a uniquely wonderful learning environment that attracts the most qualified staff team members who always put...


  • Columbus, United States NetJets & EJM Full time

    Purpose of Position The Service Desk Analyst is responsible for delivering excellent experiences while providing great customer support, IT support and quality resolutions. These responsibiities, part of the NetJets incident, problem, request, and knowledge management practices include intake, triage, troubleshooting, escalation, documentation, and...


  • Columbus, United States Russell Tobin Full time

    Position Title: IT Service Desk SpecialistLocation: 4343 Easton Commons Columbus OHDuration:6 months ContractPay rate: $21/hr. on w2.The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a...


  • Columbus, United States Russell Tobin Full time

    Position Title: IT Service Desk SpecialistLocation: 4343 Easton Commons Columbus OHDuration:6 months ContractPay rate: $21/hr. on w2.The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a...


  • Columbus, United States Russell Tobin Full time

    Position Title: IT Service Desk SpecialistLocation: 4343 Easton Commons Columbus OHDuration:6 months ContractPay rate: $21/hr. on w2.The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a...


  • Columbus, United States TEKsystems Full time

    Description: • Gather, record, and perform initial troubleshooting on customer technical issues via phone support. • Handle tickets coming in through the self-service portal and answer incoming chat requests. • Manage personal ticket load and ensure timely resolution. • Stay current with all products and services by attending trainings, meetings,...

  • Front Desk Clerk

    6 days ago


    Columbus, United States Indus Hotels Corporate Full time

    The Hilton Garden Inn at OSU is looking for a day shift Front Desk Clerk This position pays $ 15 / hour. Full time Front Desk Clerk benefit package offered: Benefits begin 30 days after you start Medical Dental Vision Life Insurance Critical and Accident Insurance PTO Hotel Discounts Job Summary: Service guests of hotel by greeting, performing guest...

  • Front Desk Clerk

    6 days ago


    Columbus, United States Aloft OSU Full time

    This position pays $ 15-$17 / hour. Full time Front Desk Clerk benefit package offered: Benefits begin 30 days after you start Medical Dental Vision Life Insurance Critical and Accident Insurance PTO Hotel Discounts Job Summary: Service guests of hotel by greeting, performing guest transactions, answering the telephone, operating necessary front office...

  • Front Desk Clerk

    6 days ago


    Columbus, United States Aloft OSU Full time

    This position pays $ 15-$17 / hour.Full time Front Desk Clerk benefit package offered:Benefits begin 30 days after you startMedicalDentalVisionLife InsuranceCritical and Accident InsurancePTOHotel Discounts Job Summary: Service guests of hotel by greeting, performing guest transactions, answering the telephone, operating necessary front office equipment,...