IS Americas Help Desk Supervisor
About The Position
Elevate IT Service Management as Our Next IS Americas Help Desk Supervisor! Do you have a passion for IT Service Management and strive to continuously improve the technology experience for your team and end users? As an IS Americas Help Desk Supervisor, you will lead by example and motivate cross-functional teams to sharpen their expertise in a fast-paced environment to deliver world-class customer service across the organization. In this role, you will act as an agile, servant-leader driving continuous improvement and customer-centric IT support. You will have the autonomy to mentor a talented team, bridge process gaps, and analyze key operational metrics to directly shape internal service efficiency and foster cross-functional trust.
Requirements
- Bachelor’s degree in a computer-related field with 5+ years of Service Desk experience and 2+ years in IT management, or an Associate degree with 6+ years of Service Desk experience and 4+ years in IT management.
- Relevant certifications such as ITIL or CompTIA.
- Excellent organizational and communication skills to support non-technical personnel and author clear technical documentation.
- Deep technical knowledge of enterprise hardware, operating systems (Windows 11, macOS, Linux, mobile), Active Directory, and Azure services.
Nice To Haves
- Hands-on administrative experience with Jira Service Management and Google Workspace.
- Proven track record in conflict management and applying consultative skills within an enterprise environment.
Responsibilities
- Hire, coach, mentor, and develop a high-performing Help Desk team to meet or exceed key metrics and organizational objectives.
- Guide team efforts to resolve complex customer problems, ensuring operational readiness and seamless support across all sites.
- Analyze service desk performance data to deliver actionable insights, streamline workflows, and eliminate process waste.
- Collaborate with IS and non-IS departments to foster cross-functional alignment and execute key IT service initiatives.
Benefits
- Medical
- Dental
- Vision
- Life
- Disability
- Time off plans
- Retirement plans
- Tax savings plans for health, dependent care and commuter expenses
- Paid Parental Leave
- Employee Stock Purchase Plan
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
