About the position

The Nightshift Service Desk Supervisor plays a crucial role in ensuring that our service desk team provides exceptional support to both internal and external employees and customers around the clock, 24/7/365. This position is designed for individuals who thrive in a dynamic environment and are passionate about delivering high-quality IT services. The supervisor will serve as an advanced level support and escalation point for IT users, ensuring that all incidents and requests are handled efficiently and effectively. This role also involves providing training and performance feedback to service desk staff, fostering a culture of continuous improvement and professional development within the team. In this position, the supervisor will oversee the development and coaching of service desk personnel, conducting performance reviews and monthly check-ins to ensure that departmental goals are met. The supervisor will be responsible for resolving complex user incidents and questions, acting as the internal escalation point for more challenging issues. Additionally, the role includes the documentation and management of related knowledge bases, identifying opportunities for improvement, and implementing strategies to enhance service delivery and staff performance. The Nightshift Service Desk Supervisor will also be tasked with documenting and reporting on key metrics and service levels, ensuring that the service desk operates at optimal efficiency. This position requires a proactive approach to problem-solving and a commitment to providing excellent customer service, as well as the ability to adapt to a high-stress and rapidly changing environment. Other duties may be assigned as needed, making this a versatile and impactful role within the organization.

Responsibilities
• Provide oversight, development, and coaching to the service desk personnel and service desk services
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• Conduct performance reviews, monthly check-ins, and make progress toward departmental goals for Service Desk staff
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• Resolve more complex user's incidents or questions as an internal escalation point
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• Resolve advanced work orders
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• Documentation and management of related Knowledge Bases
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• Identify and implement improvement and expansion of our service and staff
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• Document and report on metrics and service levels
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• Other duties as assigned

Requirements
• Associate's degree in IT or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma or GED is required
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• 3 years of Service Desk work experience
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• Must be eligible to work in the United States without need for work visa or residency sponsorship
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• Positive leadership skills
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• Adapts well in high stress and changing environment
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• Excellent customer service and communication skills
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• Strong problem analysis and trouble shooting skills
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• Experience with ServiceNow

Nice-to-haves
• Previous hands on management/leadership
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• Ticket tracking system experience

Benefits
• Health insurance
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• Dental insurance
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• Vision insurance
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• 401k
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• Paid holidays
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• Paid time off
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• Flexible scheduling
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• Professional development opportunities
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• Employee discount programs