Proactive Service Desk Lead | Metrics-Driven ITIL Champion

Henderson Engineers; Lenexa (KS); On-site; USD 75,000 - 90,000; Full time

Job summary

Henderson Engineers in Lenexa, Kansas, is seeking a Service Desk Supervisor responsible for leading day-to-day operations of the service desk while driving performance improvements.

The ideal candidate will have 5+ years of experience in service operations and a solid background in IT service management. This role requires strong leadership, analytical skills, and a focus on user support efficiency.

Qualifications

• 5 years of experience in service desk operations.
• Ability to manage ticket flow and prioritize effectively.
• Strong communication skills for providing feedback.

Responsibilities

• Manage daily service desk operations and team performance.
• Monitor metrics and KPIs to ensure adherence to SLAs.
• Drive continuous improvement and team accountability.

Skills

Team leadership

Service management practices

Analytical skills

Microsoft 365 administration

Prioritization

Ticketing systems

Education

High school diploma or GED

Associate or bachelor's degree in a related field

Job description

Henderson Engineers in Lenexa, Kansas, is seeking a Service Desk Supervisor responsible for leading day-to-day operations of the service desk while driving performance improvements.

The ideal candidate will have 5+ years of experience in service operations and a solid background in IT service management. This role requires strong leadership, analytical skills, and a focus on user support efficiency.