Service Desk Supervisor - Onsite

Genesis10; Omaha (NE); Hybrid; USD 55,000 - 66,000; Full time

Benefits offered by this job

Health benefits

401K

Paid time off

Job summary

Genesis10 is seeking an IT Service Desk Supervisor for a contract-to-hire role in Omaha, NE. The position oversees a 24x7 Service Desk, provides people leadership, and ensures service delivery aligned to SLA, ITIL, security, and audit requirements.

The role focuses on incident management, escalation handling, and continuous process improvements. The selected candidate will supervise analysts, manage after-hours operations, support onboarding and professional development, and drive shift-left

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
• Prior experience in a Service Desk or IT Support role with 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).

Responsibilities

• Directly supervise, coach, and mentor Service Desk Analysts.
• Provide oversight for overnight Service Desk staff and after-hours support.
• Support onboarding, training, scheduling, performance management, and development for direct reports.
• Oversee daily Service Desk operations including incident, request, and queue management.
• Monitor adherence to SLA, response times, resolution targets, and quality standards.
• Serve as a primary escalation point for complex, high-impact issues.
• Act as escalation point for critical incidents and major service disruptions.
• Drive shift-left initiatives to increase first contact resolution.
• Provide supervisory oversight for User Access Management activities.
• Monitor and analyze Service Desk performance metrics.
• Ensure ITIL, policy and security alignment.

Skills

People leadership

ITIL knowledge

24x7 support

Strong communication

Problem solving

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

Job description

Genesis10 is currently seeking a Service Desk Supervisor - Hybrid for a contract-to-hire position with a Major Insurance Company located in Omaha, NE. This is a 6+ month opportunity. This position will work onsite.

Compensation: $40.00 - $48.00 per hour, W2, based on qualifications

Position Overview:

IT Service Desk Supervisor is responsible for the overall operational health, performance, and maturity of the Service Desk function. This role provides direct people leadership, oversees 24x7 support operations, serves as an escalation point for complex and critical incidents, and drives continuous improvement initiatives. The Supervisor ensures consistent service delivery aligned to SLA, ITIL, security, and audit requirements, while fostering a high performing, customer focused support team.

Key Responsibilities:

• Directly supervise, coach, and mentor Service Desk Analysts
• Provide oversight and leadership for overnight Service Desk staff, including agents supporting after-hours operations
• Support onboarding, training, scheduling, performance management, and professional development for all direct reports
• Oversee daily Service Desk operations including incident, request, and queue management
• Monitor adherence to SLA, response times, resolution targets, and quality standards
• Serve as a primary escalation point for complex, high-impact, or sensitive issues
• Act as an escalation point for critical incidents and major service disruptions
• Drive shift left initiatives to increase first contact resolution and reduce dependency on higher-tier teams
• Provide supervisory oversight for baseline User Access Management (UAM) activities
• Monitor and analyze Service Desk performance metrics
• Ensure Service Desk operations adhere to ITIL practices, company policy, and security requirements

Primary 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)

Desired Skills:

• 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 initiativesFamiliarity with identity and access support processes

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below.

Benefits of Working with Genesis10:

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all of our available career opportunities, please visit us at our website.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.