Service Desk Supervisor

5 days ago


Herndon, Virginia, United States Akima Full time
Job Title: Service Desk Supervisor

Salary Estimate: $80,000 - $110,000 per year

About the Role:

This is a challenging opportunity to lead a team of IT professionals and provide top-notch support services to our clients. As a Service Desk Supervisor, you will oversee the day-to-day operations of the help desk, identify and resolve complex technical issues, and ensure that service levels are met.

Responsibilities:
  • Leadership and Management: Supervise the work of other employees, provide guidance and training, and make personnel decisions related to hiring, performance, or disciplinary actions.
  • Troubleshooting and Resolution: Identify, research, and resolve complex technical problems in a timely manner.
  • Escalation Procedures: Create and manage escalation procedures to ensure that critical issues are addressed promptly.
  • Documentation and Tracking: Document and track problems to ensure resolution and maintain accurate records.
  • Collaboration and Communication: Coordinate with technical, professional, and service personnel to resolve problems and provide excellent customer service.
Qualifications:
  • Education: Bachelor's degree in Computer Science, Information Systems, Business Administration, or equivalent experience.
  • Experience: 9+ years of experience in helpdesk/desktop support, managing technical personnel, and using ServiceNow platform and M365 products.
  • Certification: ITIL v3 or later certification desired.


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