IT Service Desk Supervisor

Cayuse Holdings • Laurel, MD

389d • $52,000 - $72,800 • Onsite

About The Position

The IT Service Desk Supervisor at Cayuse Civil Services will be responsible for establishing and managing a new IT service desk. This role involves leading a team of IT service agents, setting up the necessary infrastructure, and ensuring high-quality incident and service request support. The supervisor will also develop service level agreements, conduct training, and implement quality assurance measures to enhance service delivery.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience in a relative field.
• 5 years of experience with previous leadership or supervisory experience in an IT support environment.
• Experience in technical support role, with a strong understanding of IT systems and infrastructure.
• IT Certifications: CompTIA+, ITIL, Microsoft Certified IT Professional [MCITP], Microsoft Certified Solutions Expert [MCSE].
• Experience with creating dashboards, managing ticket queues, and maintaining a knowledge base within ServiceNow IT Service Management System.
• Strong oral communication and presentation abilities.
• Highly adept at managing multiple priorities and maintaining order in a fast-paced environment.
• Quick to respond and solve problems, maintaining composure under pressure.
• Comfortable handling several projects and issues simultaneously while ensuring quality.
• Commitment to providing excellent customer service and fostering positive relationships.
• Demonstrated ability to create and implement effective training plans, conduct remedial training, and provide 1:1 coaching for continuous skill development.
• Experienced in conducting quality checks and using reporting tools for continuous improvement.
• Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.

Nice To Haves

• Familiarity with Office 365
• Familiarity with Citrix
• Familiarity with Rumba
• Familiarity with ServiceNow (Production)
• Familiarity with SCCM
• Familiarity with MaaS360
• Familiarity with MMIS
• Familiarity with IDM
• Familiarity with Active Directory

Responsibilities

• Lead and manage IT service agents, providing clear direction and support to meet team goals.
• Lead the design and implementation of helpdesk infrastructure to support team operations and client requirements.
• Oversee the highest level of escalation support to end users and IT staff, ensuring swift and effective resolution.
• Develop and enforce Service Level Agreements (SLAs) to set and manage user expectations.
• Conduct post-resolution follow-up with Tier 1 support to maintain high service quality.
• Communicate customer satisfaction issues to the Division Manager of IT Customer Support Operations and address concerns proactively.
• Regularly evaluate documented resolutions and analyze service trends to identify and implement preventive measures.
• Inform management of new and emerging trends that could impact service delivery.
• Prepare and present briefings, reports, and assessments to measure program efficiency and utilization.
• Create and execute comprehensive training plans tailored to the team's needs, conduct remedial training sessions as required, and provide targeted 1:1 coaching to develop team members' skills and capabilities.
• Develop and deliver weekly presentations to inform stakeholders on progress and issues.
• Pull reports, conduct quality checks, and implement improvements as needed to meet service benchmarks.
• Ensure the knowledge base is updated and comprehensive to support the team effectively.
• Establish and refine procedures and operating standards to align with best practices for a new helpdesk environment.
• Other duties as assigned.

Benefits

• Competitive salary ranging from $25.00 to $35.00 per hour.
• Full-time hourly non-exempt position with potential for overtime.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree