It Service Desk Supervisor

630

Bowie, Maryland, United States
Base: $101,388; bonus/equity: not specified; benef...
Supervise it service desk team activities
Manage call queue and service levels
Implement process improvements for team
The role is responsible for supervising and managing the daily activities of an IT Service Desk team while supporting all IT Service Desk functions

Job Summary

  • The role is responsible for supervising and managing the daily activities of an IT Service Desk team while supporting all IT Service Desk functions.
  • Candidates must implement process improvements, analyze service desk trends, and manage call queues to ensure service levels are maintained.
  • Benefits include medical, dental, prescription, long-term disability, life insurance, paid time off, and a tuition remission program.

Matching Summary

The role is responsible for supervising and managing the daily activities of an IT Service Desk team while supporting all IT Service Desk functions.

Salary

Base: $101,388; Bonus/Equity: Not specified; Benefits: Medical, dental, pension, tuition remission

Skills & Requirements

Must-have

  • Supervise IT Service Desk team activities
  • Manage call queue and service levels
  • Implement process improvements for team
  • Analyze service desk trends
  • Resolve escalations without further escalation

Nice-to-have

  • Create high-performance culture
  • Collaborate with internal departments
  • Provide constructive feedback to agents

Key Requirements

  • Bachelor's degree in computer technology or related discipline
  • 4 years of experience in IT Service Desk operations
  • 2 years of project/people leadership experience in a call center environment
  • ITIL Foundation – IT Service Management Certification

Work Rights

Not specified

Tailored Resume

Cover Letter