IT Service Desk Supervisor

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

Benefits offered by this job

Health Care

Employee Stock Ownership Plan

Profit Sharing

Paid Vacations

Job summary

A leading refractory manufacturer in Columbus, Ohio, is seeking a Service Desk Supervisor. This role involves overseeing daily operations of the IT Service Desk, ensuring high-quality support for end users. Key responsibilities include managing service desk analysts, resolving escalated issues, and improving operational processes. Candidates should have 3–5 years in IT support, strong leadership, and familiarity with ticketing systems. The position offers a competitive benefits package, including health insurance and an Employee Stock Ownership Plan.

Qualifications

• 3–5+ years in IT support, 1–2 years in a supervisory role.
• Strong understanding of ITIL principles.
• Experience with ticketing systems.

Responsibilities

• Supervise daily operations of the Service Desk.
• Assign and monitor workloads for Service Desk Analysts.
• Handle complex issue escalations.

Skills

IT support experience

Leadership

Customer service

Troubleshooting across platforms

Excellent communication

Education

Bachelor of Science in Computer Science or related field

Tools

ServiceNow

Jira Service Management

Remedy

Job description

Allied Mineral Products is among the fastest-growing, refractory manufacturers in the world. We are conveniently located in Columbus, Ohio, and we are seeking skilled, experienced professionals to help us continue to provide the highest quality refractory products in the world.

Allied Mineral Products is committed to providing a benefit package to attract and retain qualified staff members including: Health Care, Disability/Life Insurance, Employee Stock Ownership Plan, Profit Sharing, Paid Vacations, and Additional Benefits.

Equal Opportunity Employer/Veterans/Disabled

Position: Service Desk Supervisor

Location: Columbus, OH

Job Id: 1050

# of Openings: 1

Service Desk Supervisor

Allied Mineral Productsis a leading manufacturer of monolithic refractories worldwide. We are currentlyseeking a 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. This 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: 5:00am - 2:00pm 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.
• 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.
• 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.