Service Desk Supervisor
Responsibilities:
Supervise and guide the Service Desk team in providing first-level support to end users.
Monitor, prioritize, and assign IT service tickets to ensure timely resolution.
Support and maintain IT infrastructure, including Windows servers, desktops, and virtualization platforms.
Oversee IT asset management, software deployment, and system updates.
Collaborate with other IT teams on escalations, change management, and infrastructure improvements.
Document processes, prepare reports, and ensure compliance with IT policies and ITIL best practices.
Provide training, coaching, and performance feedback to Service Desk staff.
Serve as point of contact for critical issues and escalations, ensuring business continuity.
Education & Experiences:
High School Diploma or GED required.
Bachelor’s Degree in Computer Science preferred, with 1–3 years of System Administration or IT Service Desk experience; or an equivalent combination of education and experience.
Previous experience in server and PC hardware/software installation required.
Prior supervisory or team lead experience is highly desirable.
Skills & Certifications
Strong knowledge of Windows Server Administration (Active Directory, DNS, DHCP).
Proficiency in Windows PowerShell and/or VB scripting for automation.
Experience with server and desktop virtualization; Nutanix AHV experience a plus.
Understanding of server hardware (RAID, PERC, etc.).
Proficiency with Microsoft Office applications (Excel, Word, PowerPoint, Outlook, OneDrive).
Familiarity with Microsoft SharePoint Team Sites.
Knowledge of Cisco IOS commands is an advantage.
Experience with Windows performance tuning and troubleshooting.
Familiarity with IT ticketing systems (ServiceNow a plus).
Understanding of ITIL change management processes.
Experience with telephone systems (Alcatel a plus).
Strong analytical, problem-solving, and organizational skills.
Excellent verbal and written communication, with the ability to document IT procedures.
Ability to multi-task and manage priorities effectively in a fast-paced environment.
Willingness to assist occasionally during weekends or after hours when needed.