Service Desk Supervisor – 2nd Shift

Full-time

Encore Technologies

Service Desk Supervisor – 2nd Shift Cincinnati, OH

Encore Technologies is seeking an IT Service Desk Supervisor. The role involves planning, organizing, and directing the Service Desk-related activities and personnel, ensuring high availability and support for all IT-related services.

Responsibilities:

• Oversee all IT service-related efforts of a team or 3 – 5 including desktop, laptop, related hardware and software, procurement, and mobile devices

• Perform annual employee appraisals and coaching as needed

• Establish, refine, and implement industry best practices for Service Desk operations

• Manage the support for all end-user IT-related hardware and applications

• Review incidents to ensure proper escalation procedures are being followed

• Keeps the leadership team informed and recommends resolutions

• Coordinates with appropriate managers and departments throughout the organization to ensure services provided are as transparent as possible and meet the needs of the organization

• Manages IT Service Desk efforts including evaluations, recommendations, resource planning, control, and status reporting

• Supervise and monitor the performance of all IT service desk staff

• Provides technical training, professional counseling, and mentorship to all team members contributing to service efforts

• Responds to customer service requests in a timely and efficient manner

Qualifications:

• Associate degree in Computer Science or two years relevant experience

• 3+ years of experience working in the Service Desk or related work experience including some supervisory experience

• Experience in a Service Support Leadership position

• Excellent communication and leadership skills

Encore Technologies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

Tagged as: Service Desk Supervisor - 2nd Shift