Service Desk Supervisor

Insight Global; Omaha (NE); On-site; USD 65,000 - 95,000; Full time

Job summary

Insight Global is seeking a Service Desk Supervisor to lead a developing IT Service Desk team, driving service quality and agent development. You will review calls and tickets for SLA adherence, coach staff, and craft KPI dashboards to track performance.

The ideal candidate has prior service desk or IT support supervisory experience, strong ITIL knowledge, and hands-on ServiceNow expertise. Excel reporting and familiarity with executive support are a plus, with a proactive, ownership-driven

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or equivalent relevant experience.
• Prior experience in a Service Desk or IT Support role, including escalation handling.
• Demonstrated people leadership or supervisory experience.
• Strong understanding of ITIL based service management.
• Experience managing high volume, 24x7 support environments.
• Excellent verbal and written communication skills.
• Strong problem solving, organizational, and decision making abilities.
• Experience working with ITSM platforms (e.g., ServiceNow).
• Certifications such as ITIL, CompTIA A+, Network+, Security, Microsoft (MCSA/MCSE).
• Experience supporting executive users.
• Experience leading or influencing shift-left initiatives.
• Familiarity with identity and access support processes.

Responsibilities

• Oversee a developing IT Service Desk team and drive service quality.
• Coach service desk agents and review calls and ticket documentation for quality and SLA adherence.
• Identify development opportunities and create agent reporting, KPIs, dashboards, and performance statistics.
• Escalate key issues to leadership and monitor trends for continuous improvement.

Skills

People leadership

Service desk supervision

Communication

Problem solving

Organizational skills

Decision making

Education

Bachelor’s degree in Information Technology or Computer Science

Associate’s or Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

ITSM platforms

Excel reporting

Microsoft Copilot

Job description

Job Description

The Service Desk Supervisor will oversee a developing IT Service Desk team and be responsible for driving service quality, agent development, incident management, and day-to-day operational consistency. This individual will directly supervise and coach service desk agents, review calls and ticket documentation for quality and SLA adherence, identify development opportunities, and create individual agent reporting, KPIs, dashboards, and performance statistics. The ideal candidate will have previous service desk supervisory experience, strong ServiceNow knowledge, incident management experience, and the technical ability to get into the details of service desk operations while still understanding broader trends and escalating key issues to leadership. Experience with problem management, major incident management, automated call monitoring, Excel reporting, and Microsoft Copilot is a plus. This person should be proactive, accountable, and comfortable taking ownership, creating structure within a newer team, and fostering a culture focused on quality and continuous improvement.

Skills and Requirements

• Bachelor’s degree in Information Technology, Computer Science, or equivalent relevant experience
• Prior experience in a Service Desk or IT Support role, including escalation handling
• Demonstrated people leadership or supervisory experience
• Strong understanding of ITIL based service management
• Experience managing high volume, 24x7 support environments
• Excellent verbal and written communication skills
• Strong problem solving, organizational, and decision making abilities
• Experience working with ITSM platforms (e.g., ServiceNow)
• Associate’s or Bachelor’s degree in Computer Science or related field
• Certifications such as:
• ITIL
• CompTIA A+, Network+, Security
• Microsoft (MCSA/MCSE)
• Experience supporting executive users
• Experience leading or influencing shift-left initiatives
• Familiarity with identity and access support processes

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].