IT Service Desk Supervisor

Allied Mineral Products; Columbus (OH); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive Base Pay

Employee Stock Ownership Plan (ESOP)

401K program

Paid Time Off

Medical benefits

Life Insurance

Job summary

Allied Mineral Products is seeking an IT Service Desk Supervisor in Columbus, OH. The role requires leading daily operations of the Service Desk, ensuring high-quality technical support for end users.

The successful candidate will supervise technicians, manage incident workflows, and drive continuous improvement. Key qualifications include IT support experience and a degree in Computer Science. The position offers competitive pay and a comprehensive benefits package.

Qualifications

• 3–5+ years of experience in IT support, with at least 1–2 years in a supervisory role.
• Strong understanding of ITIL principles.
• Excellent communication and customer service skills.

Responsibilities

• Supervise daily operations of the Service Desk.
• Manage incident and service request resolutions.
• Monitor service desk performance and maintain schedules.

Skills

IT support experience

Leadership skills

Communication skills

Troubleshooting skills

Education

Bachelor of Science in Computer Science or related field

Tools

ServiceNow

Jira Service Management

Remedy

Job description

Allied Mineral Products is a leading manufacturer of monolithic refractories worldwide. We are currently seeking an IT Service Desk Supervisor in our Columbus, OH location.

This role is responsible for leading the daily operations of the IT Service Desk, ensuring delivery of high-quality technical support to end users across the organization.

The Service Desk Supervisor oversees service desk technicians, manages incident and approval workflows, enforces service-level agreements, and drives continual improvement initiatives. This role works closely with System Admins, Network Admins, Security, SAP, and Software Development teams to maintain stable operations and excellent support experience.

Hours: 6:00am - 3:00pm EST

Key Duties And Responsibilities

• Supervise the daily operations of the Service Desk, ensuring timely and effective resolution of incidents, service requests, and escalations.
• Assign, prioritize, and monitor workloads for Service Desk Analysts.
• Serve as the primary point of escalation for complex or high-impact issues.
• Maintain shift schedules and workforce planning to support business needs.
• Monitor service desk performance metrics (SLAs, response times, first-contact resolution, backlog).
• Produce and present operational reports to management, highlighting trends and improvement opportunities.
• Oversee knowledge base maintenance to ensure accurate, current documentation.
• Provide coaching, mentoring, and performance evaluations for Service Desk technicians.
• Conduct regular training sessions to improve technical, customer service, and troubleshooting skills.
• Promote a culture of continuous learning and process improvement.
• Ensure a positive, professional support experience for end users.
• Handle customer complaints, ensuring effective resolution and improved future service.
• Foster strong communication between IT and business units.
• Identify inefficiencies and implement service desk process improvements.
• Collaborate with Infrastructure, Network, Security, and Application teams to streamline support workflows.

Qualifications

• 3–5+ years of experience in IT support, with at least 1–2 years in a supervisory or team lead role.
• A Bachelor of Science degree in Computer Science or related field, or equivalent work experience desired.
• Strong understanding of ITIL principles and service management frameworks.
• Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, Remedy).
• Excellent communication, leadership, and customer service skills.
• Ability to manage competing priorities in a fast-paced environment.
• Solid troubleshooting skills across Windows, macOS, mobile devices, and common enterprise applications.
• ITIL Foundation certification or higher preferred.
• Experience in enterprise or global IT environments.
• Familiarity with infrastructure technologies (networking, servers, endpoint management, cloud services).
• Knowledge of self-service portals, automation, and modern service desk best practices.
• Must have strong interpersonal, written and verbal communication skills.
• Must be direct and able to work independently.
• Must be willing to work unusual hours when needed.
• Must be dependable and punctual.

Benefits

• Competitive Base Pay
• Employee Stock Ownership Plan (ESOP) retirement plan with 25% annual company contribution
• 401K program
• Annual Profit Sharing
• Paid Time Off for Vacation, Sick Days, Holidays
• Medical, Prescription Drug, Dental, and Vision programs
• Life Insurance
• Short-Term, and Long-Term disability

Allied Mineral Products Holding, Inc. is an Equal Opportunity Employer/Veterans/Disabled.