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Career Opportunity :: IT Service Desk Supervisor

The IT ServiceDesk Supervisor’s role is to oversee the entire IT service desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of help desk functions. The ServiceDesk Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

Posted On:


Located In:
Frisco, Texas

Reports To:
Mickey Showers


  • Demonstrated progressive experience in the supervision of a technical support
  • Proven track record of developing and providing Service Level Agreements and help desk deliverables.
  • Solid relationship management and performance management
  • Ability to motivate and direct staff members and
  • Strong understanding of the organization’s goals and
  • Exceptional written and oral communication
  • Exceptional interpersonal skills, with a focus on listening and questioning
  • Strong documentation
  • Ability to conduct research into a wide range of computing issues as
  • Ability to absorb and retain information
  • Ability to present ideas in user-friendly language to non-technical staff and end
  • Keen attention to
  • Proven analytical and problem-solving
  • Ability to effectively prioritize and execute tasks in a high-pressure
  • Exceptional customer service
  • Experience working in a team-oriented, collaborative


Formal Education

  • Bachelor’s degree in Information Technology or related field with 4-6 years of experience preferred, or an Associates degree with 8-10 years of experience
  • Certifications preferred (ITIL, Microsoft, A+, Network+, etc.)



Strategy & Planning

  • Establish and enforce help desk service level agreements in consultation with end users to establish problem resolution expectations and
  • Analyze performance of help desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future


Acquisition & Deployment

  • Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development
  • Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation


Operational Management

  • Manage the processing of incoming calls/tickets to the help desk system via telephone, e-mail, and web entry to ensure courteous, timely, and effective resolution of end user
  • Design and enforce request handling and escalation policies and
  • Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Monitor and test fixes to ensure problems have been adequately
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem
  • Track and analyze trends in help desk requests and generate statistical
  • Assess need for any system reconfigurations (minor or significant) based on request trends and make
  • Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
  • Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
  • Oversee the development, implementation, and administration of help desk staff training procedures and


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