It Service Desk Supervisor

IT Service/Help Desk Supervisor

*IN CHARLOTTE-METRO ONLY*

Optomi, in partnership with a leading solutions provider for flow control, is seeking a Supervisor to lead their Service Desk! This individual will be responsible for overseeing day-to-day operations, supervising a growing team of support technicians, and providing exceptional customer service to our internal users. In addition, this role requires the individual to have technical expertise, strong leadership skills, and a commitment to producing high-quality technology support.

RESPONSIBILITIES:

• Assign and prioritize tasks, ensuring the team's workload is managed effectively.
• Develop and maintain service desk procedures, documentation, and knowledge base articles for efficient issue resolution.
• Ensure adherence to ITIL best practices and service management principles.
• Oversee the day-to-day operation of the service desk, ensuring timely resolution of IT issues and requests.
• Maintain a solid understanding of the organization's IT infrastructure, systems, and applications.
• Provide hands-on technical assistance and guidance to the team, troubleshooting complex issues and identifying root causes.
• Conduct regular team meetings, performance reviews, and professional development sessions.
• Handle escalated customer inquiries or complaints, ensuring swift resolution and customer satisfaction.
• Lead a team of service desk technicians, providing guidance, mentoring, and performance feedback.
• Collaborate with other IT teams to resolve system-wide incidents and implement proactive measures to prevent future occurrences.
• Act as an escalation point for complex or critical issues, providing technical expertise and guidance to the team.

QUALIFICATIONS:

• Exceptional customer service skills and a commitment to meeting and exceeding customer expectations.
• Strong technical background with expertise in supporting desktops, laptops, mobile devices, operating systems, productivity software, and network connectivity.
• Excellent leadership and people management skills, with the ability to motivate and develop a high-performing team.
• Proven experience in a hands-on service desk supervisor role, preferably in a fast-paced environment.
• Solid knowledge of IT service management frameworks and best practices, such as ITIL.