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.