Proactive Service Desk Lead | Metrics-Driven ITIL Champion

Henderson Engineers; Kansas City (MO); On-site; USD 70,000 - 90,000; Full time

Job summary

Henderson Engineers is seeking a qualified Service Desk Supervisor to oversee daily operations, focusing on metrics-driven improvements and service excellence. The role demands strong leadership skills, technical expertise particularly in service management and support technologies, and experience in driving team performance through defined standards.

Responsibilities include managing ticket queues, ensuring SLA compliance, and fostering a culture of accountability and continuous improvement. Applicants with extensive service desk experience and a strong understanding of ITIL principles are encouraged to apply.

Qualifications

• 5 years of experience in service desk or end-user support required.
• Proven ability to manage ticket flow and prioritize work.

Responsibilities

• Manage daily service desk operations and ticket queues.
• Ensure adherence to SLAs/OLAs and monitor real-time demand.

Skills

Service desk operations management

Data-driven decision making

Incident management

Team leadership

Microsoft 365 administration

Analytical skills

Education

High school diploma or GED required

Associate or bachelor's degree in related field preferred

Tools

ITIL practices

Ticketing systems

Job description

Henderson Engineers is seeking a qualified Service Desk Supervisor to oversee daily operations, focusing on metrics-driven improvements and service excellence. The role demands strong leadership skills, technical expertise particularly in service management and support technologies, and experience in driving team performance through defined standards.

Responsibilities include managing ticket queues, ensuring SLA compliance, and fostering a culture of accountability and continuous improvement. Applicants with extensive service desk experience and a strong understanding of ITIL principles are encouraged to apply.