Help Desk Supervisor

FIRST PREMIER BANK • Sioux Falls, SD

11d

About The Position

Responsible for overseeing the daily operations of the service desk team, ensuring high-quality technical support and customer service. Provides leadership, coaching, and performance monitoring for service desk analysts, manages ticket workflows, and ensures adherence to service level agreements (SLAs). Handles escalations, participates in process improvement initiatives, and supports the development of a high-performing support team.

Requirements

• Demonstrates effective leadership, decision-making, and staff direction with prior experience managing teams and working in IT environments.
• Exceptional verbal and written communication abilities with strong proficiency in the English language.
• Strong problem-solving capabilities, sound judgment, and the ability to make solid decisions under pressure.
• Proficient in computer systems and applications; able to work independently with focus and minimal supervision.
• Highly motivated and organized, able to manage stress, maintain self-control, and consistently uphold company values and policies.
• Associate’s degree (A.A.S.) or equivalent from a technical school or five plus (5+) years’ related experience and/or training; or equivalent combination of education and experience, required.
• Strong understanding of ITIL practices and service management workflows, required.
• Proficiency with ITSM platforms (e.g., Freshservice, ServiceNow, Jira Service Management), required.
• Excellent communication, interpersonal, and conflict resolution skills, required.
• Ability to manage multiple priorities and work effectively in a fast-paced environment, required.
• Experience with workforce scheduling and performance management tools, required.
• Familiarity with Active Directory, Microsoft 365, and remote support tools, required.

Nice To Haves

• ITIL Foundation or higher certification, preferred.

Responsibilities

• Supervise daily operations of the service desk team, ensuring timely and effective resolution of support requests.
• Monitor ticket queues and ensure adherence to SLAs and response/resolution targets.
• Provide coaching, mentoring, and performance feedback to service desk staff.
• Handle escalated technical issues and ensure proper resolution or escalation to appropriate teams.
• Coordinate scheduling, shift coverage, and on-call rotations.
• Develop and maintain documentation for service desk procedures and knowledge base articles.
• Collaborate with IT leadership to identify and implement process improvements.
• Track and report on service desk metrics and performance indicators.
• Ensure compliance with IT policies, security standards, and operational procedures.
• Support onboarding and training of new service desk team members.
• Interviews, hires, and trains new staff.
• Provides constructive and timely performance reviews.
• Handles discipline and termination of employees in accordance with company policy.

Benefits

• Full medical benefits when working 20+ hours per week
• Traditional and High-Deductible health plan options available
• FREE dental and vision coverage
• Generous Paid Time Off plans
• 401(k) – dollar-for-dollar match up to 5% of total compensation
• Special discounts and offers for events at the Denny Sanford PREMIER Center
• PREMIER Wellness Program
• Paid Community Volunteer Hours – PREMIER averages 30,000 hours per year
• Fun Employee Parties

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 251-500 employees