IT Service Desk Supervisor

Lincoln Electric System; Lincoln (NE); On-site; USD 70,000 - 90,000; Full time

Job summary

Lincoln Electric System seeks an IT Service Desk Supervisor to lead a dedicated team delivering responsive support across the organization. You will oversee staff performance, incident and service request handling, and knowledge management to ensure high-quality IT support.

The role emphasizes service standards, accountability, and collaboration with technology teams and vendors to maintain reliable technology services for LES employees.

Qualifications

• Bachelor's degree or equivalent in IT/CS or related field.
• 7+ years in hands-on IT support with leadership experience.
• Proven ability to supervise, coach, and develop IT support teams.

Responsibilities

• Lead and prioritize Service Desk staff to meet service goals.
• Develop staff through training, mentoring, and knowledge sharing.
• Oversee incident/requests, SLA compliance, and ticket quality; manage escalations.
• Coordinate after-hours coverage and workforce planning to ensure availability.
• Drive ITSM processes, post-incident reviews, and continuous service improvement.
• Maintain knowledge base and service catalog; collaborate with vendors and IT groups.

Skills

Leadership

Customer service

IT service management

Ticketing systems

Communication

Education

Bachelor's degree in IT/CS

Tools

Microsoft 365

ITIL

HDI Support Center

Job description

As a leader in the energy sector, we depend on technology to power safe, efficient, and uninterrupted operations. The IT Service Desk Supervisor will lead a team dedicated to providing responsive technical support to employees across the organization, ensuring technology issues are resolved quickly and effectively. This role serves as a key link between end users and IT division, helping maintain the systems and support structure that keep our business running.

JOB SUMMARY

Responsible for leading the IT Service Desk staff and delivering responsive, reliable, and professional customer service for LES employees. Provides oversight of service desk operations, end-user technical support, hardware and software troubleshooting, service request and access coordination, and workplace technology support from initial request through final resolution. Specific responsibilities include setting service standards, reinforcing ownership and follow-through, developing staff, monitoring team performance, improving service processes, and supporting consistent, high-quality IT support across the organization. Consistent and reliable attendance is an essential function of this position.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides leadership and direction for the Service Desk team by establishing team priorities, clarifying expectations, aligning daily work to service goals, and reinforcing a culture of accountability, collaboration, and exceptional customer service.
• Builds Service Desk staff capability by creating opportunities for training, mentoring, knowledge sharing, skill development, and readiness for expanded responsibilities.
• Manages formal personnel and employment processes, including evaluations, performance improvement plans, conflict resolution, hiring recommendations, disciplinary actions, and other employment decisions.
• Owns the Service Desk customer experience by ensuring timely resolution of incidents and requests, clear communication, accurate ticket documentation, realistic expectations, proactive follow-up, and consistent delivery of high-quality support services.
• Oversees daily Service Desk operations by managing ticket queues, workload distribution, backlog, aging work, service level execution, and overall operational readiness.
• Ensures appropriate support coverage by coordinating after-hours support, on-call rotations, holiday coverage, staffing needs, and resource planning to maintain dependable support availability for the business.
• Leads IT Service Management (ITSM) processes by supporting consistent incident, request, and escalation practices; facilitating post-incident reviews; capturing lessons learned; and tracking corrective actions to completion.
• Drives continuous service improvement by analyzing customer satisfaction, service trends, team productivity, ticket quality, and operational data to identify root causes and recommend improvements that increase consistency, efficiency, and service quality.
• Maintains Service Desk knowledge and process documentation, including standard operating procedures, knowledge base articles, and service catalog information to support repeatable, consistent, and effective service delivery.
• Collaborates with technology teams, business units, and vendors to support onboarding, offboarding, access, endpoint readiness, service transitions from project mode to run mode, vendor support, and lifecycle planning.
• Supports Service Desk budget planning and expense management by assisting with forecasting, tracking spend, reviewing service-related costs, coordinating procurement needs, and aligning purchases to operational priorities.

OTHER SKILLS AND ABILITIES

• Knowledge of applicable industry, federal, state, and local laws, regulations, compliance requirements, and licensing considerations related to utility infrastructure, including NERC, requirements.
• Knowledge of capital and operational budgeting principles
• Knowledge of Microsoft 365, endpoint, identity, access, application, collaboration, device lifecycle, common business application, and workplace technology support concepts.
• Knowledge of cybersecurity and compliance concepts related to end-user technology support, including access control, data protection, acceptable use, phishing awareness, logging, and incident reporting.
• Expert knowledge of customer service and service delivery principles, including professionalism, ownership, communication, follow-through, and customer-focused support practices.
• Expert knowledge of IT service management concepts and practices, including ticketing systems, incident, request, escalation, problem, change, knowledge, asset, service level, queue management, and continuous service improvement.
• Expert knowledge of operational reporting, performance measurement, service trends, customer feedback, and metrics used to evaluate service quality and identify improvement opportunities.
• Expert knowledge of supervisory and workforce management practices, including coaching, prioritization, performance management, employee development, process improvement, and team communication.

EDUCATION and/or EXPERIENCE

• Bachelor's degree in information technology, Computer Science, or a related field; and
• At least seven years of progressively responsible experience in a hands-on technical role within a service desk, desktop support, endpoint support, or a closely related IT support function, including experience providing direct people leadership by supervising, developing, coaching, and managing one or more IT support teams; or
• An equivalent combination of education and experience that provides the knowledge, skills, and abilities necessary to successfully perform the essential duties of the job.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

• ITIL Foundation, HDI Support Center Team Lead/Supervisor, Microsoft 365 or other service management/endpoint support certifications preferred.