Service Desk Supervisor - Hybrid IT Support Leader

Genesis10; Omaha (NE); Híbrido; USD 55 000 - 66 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health benefits

401K

Paid time off

Resumo da oferta

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

Qualificações

• 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).

Responsabilidades

• 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.

Conhecimentos

People leadership

ITIL knowledge

24x7 support

Strong communication

Problem solving

Formação académica

Bachelor's degree in IT/CS or related field

Ferramentas

ServiceNow

Descrição da oferta de emprego

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