Technical Services Group Leader, 2nd Shift

Jobtailor; Louisiana (MO); On-site; USD 65,000 - 90,000; Full time

Job summary

Jobtailor is seeking a hands-on Helpdesk Support Services Supervisor to lead the second-shift Tier 1/2 team and Batch Operations. You will guide staff, participate in tickets, and ensure high-quality support aligned with SLAs.

You will monitor performance, drive process improvements, coordinate off-hours coverage, and develop plans to enhance customer satisfaction and efficiency across the enterprise IT environment.

Qualifications

• Three+ years of leadership experience in a helpdesk or IT operations role.
• Five+ years hands-on experience as a helpdesk technician with enterprise IT systems.
• A+ certification and preferably Microsoft certified; experience with ServiceNow and SCCM is valued.

Responsibilities

• Supervise second-shift Tier 1/2 Helpdesk and Batch Operations.
• Coordinate off-hour support and ensure high-quality customer-focused services.
• Lead group activities, provide direction, and communicate effectively with staff.
• Participate hands-on in tickets, issues, and customer interactions to guide the team.
• Monitor SLA metrics and helpdesk queue performance to meet targets.
• Develop and implement process improvements and customer experience initiatives.
• Prepare annual performance reports for the Support Services group.
• Meet with user-department representatives to identify needs and coordinate activities.

Skills

Leadership Experience

Helpdesk Technician Experience

Customer Service

Problem Solving

Communication Skills

Teamwork

Time Management

Organizational Skills

Staff Coaching

Documentation

Crisis Management

Education

Bachelor's degree preferred

A+ Certification

Microsoft Certified

Tools

ServiceNow

SCCM

Microsoft Office 365

Windows 10

Active Directory

Remote Software Deployment

Job description

• Supervise daily operations of the second-shift Tier 1/Tier 2 Helpdesk and Batch Operations Group
• Coordinate off-hour support and ensure high-quality, customer-focused support services
• Lead group activities, provide direction and purpose, and communicate effectively with staff
• Lead the Support Services group hands-on by participating in tickets, issues, and customer interactions
• Assess Helpdesk productivity by individual and group
• Complete annual performance reports for the Support Services group
• Monitor the Helpdesk queue to ensure issues are resolved within SLAs
• Monitor key web page displays for alerts and notify appropriate individuals for resolution
• Lead process improvement initiatives for leased equipment replacements
• Develop and implement initiatives to improve the customer experience
• Identify and implement process improvement opportunities
• Meet with user-department representatives to identify needs and coordinate Helpdesk activities
• Identify tools to improve customer services
• Develop project plans and identify deliverables, milestones, and resource requirements
• Supervise staff, including interviewing, training, coaching, and evaluating performance
• Perform other duties as assigned

Requirements

• 3+ years of leadership experience
• 5+ years hands-on experience as a helpdesk technician and with an enterprise IT Helpdesk system
• A+ Certification
• Prior supervision experience
• Excellent communication, problem solving, customer service, teamwork, time management, and organizational skills
• Thorough understanding of Microsoft Active Directory, Office 365, and Windows 10
• Advanced knowledge of PC hardware: desktops, laptops, and printers
• Ability and willingness to document work, processes, procedures, or work instructions
• Ability to multi-task, be a constant learner, and remain calm when dealing with a crisis
• Bachelor's degree in related field preferred
• ServiceNow experience preferred
• Microsoft Certified, or equivalent preferred
• Knowledge of imaging techniques and remote software deployment, preferably SCCM, preferred
• Ability to work second shift and modify shift or work overtime as needed

Core Competencies

Demonstrates strong leadership in managing Helpdesk operations, ensuring high-quality customer support, and implementing process improvements. Proficient in Microsoft Active Directory, Office 365, and Windows 10, with a focus on enhancing the customer experience and team productivity.

Highest-signal resume keywords

• Leadership Experience
• Helpdesk Technician Experience
• A+ Certification
• Microsoft Active Directory
• ServiceNow Experience

ATS Optimization Keywords

Hard Skills

• Helpdesk Operations Management
• PC Hardware Knowledge
• Imaging Techniques
• Remote Software Deployment
• Performance Reporting
• Process Improvement
• Customer Service
• Ticket Management
• Project Planning
• SLA Monitoring

Soft Skills

• Communication Skills
• Problem Solving
• Teamwork
• Time Management
• Organizational Skills

Certifications & Qualifications

• A+ Certification
• Microsoft Certified

Industry Keywords

• Helpdesk Support
• Customer Experience
• Second Shift Operations
• Enterprise IT Helpdesk
• Batch Operations

Tools & Technologies

• ServiceNow
• SCCM
• Microsoft Office 365
• Windows 10
• Microsoft Active Directory