IT Service Desk Supervisor

2 weeks ago

Nashville, TN, United States Goodwill Industries of Middle Tennessee, Inc. Full time
Job Location
Lifsey-IT

Job Summary:
The IT Service Desk Supervisor oversees the daily operations and performance of Service Desk Specialists, ensuring exceptional technical support and customer service for internal users. Manages incidents, service requests, and escalations-responding promptly, including after-hours when necessary-and drives resolution to closure. Proactively identifies urgent issues and ensures consistent follow-up to maintain high customer satisfaction.

The IT Service Desk Supervisor will promote a positive work environment that celebrates our vision, mission and core values of Teamwork, Respect, Uprightness and Empowerment in every action and interaction with team members, donors, customers, management and persons served.

Job Description

Essential Functions
  • Implements best practices in support services.
  • Provides reporting and analysis of work completed, including problem trending analysis to ensure continuous improvement in IT service and support.
  • Ensures operating costs are managed within budget.
  • Continually monitors existing service performance and ensure that customers receive the best support possible.
  • Acts as a customer advocate on escalated tickets from end users and interacts with end users, seeking out input to ensure continual customer satisfaction.
  • Builds and manages strong working relationship with team members.
  • Reviews tickets created by Service Desk technicians for completeness, including the classification, escalation and prioritization, as documented in ticketing guidelines.
  • Responsible for the creation and review of all knowledge-based articles for the IT department.
  • Analyzes support services trends and provides recommendations on new processes, procedures, equipment, or technical solutions.
  • Contributes to or manages IT services projects as assigned by management.
  • Communicates goals and objectives and other important information to assigned team members.
  • Responsible for performance management (coaching, discipline, individual development plans, and annual reviews), staffing, compensation, and development of team members.
  • Participates in On-Call Rotation.
  • Other duties as assigned.
Minimum Qualifications

Education
  • Bachelor's or associate degree in a computer-related field, or equivalent industry certifications, or equivalent work experience.
Experience
  • 3 to 5 years of experience in IT Service Desk or technical support coordination.
  • Solid working knowledge of Google Workspace & Microsoft operating systems and Microsoft 365 environments.
  • Experience in analyzing and reporting on service desk activities and performance.
  • Experience working in an ITIL-driven environment and knowledge of ITIL principles and processes.
Knowledge / Skills
  • Strong interpersonal and communication skills are required for interaction with staff, management, and end users.
  • Demonstrated ability to lead and actively participate in multiple projects, ensuring successful completion and alignment with organizational goals.
  • Positive attitude, professional appearance, and a strong sense of confidentiality.
  • Ability to work collaboratively and maintain consistent attendance and punctuality.
  • Proven ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional interpersonal skills, with a focus on listening and questioning skills.
  • Excellent time management skills and oral and written communication skills, tact and discretion.
  • Excellent problem-solving and troubleshooting abilities.
  • Strong organizational and time management skills are important.
  • Proficiency with service desk ticketing systems and asset management tools.
  • Familiarity with developing IT support documentation and user guides.
  • Ability to handle stressful situations with composure and professionalism.

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