Service Desk Supervisor

The Service Desk Supervisor to oversee daily IT support operations and ensure efficient resolution of user issues.

The ideal candidate will bring hands-on technical expertise and delivering excellent service to our users.



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.



Requirements :

- 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.

- 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.