IT Service Desk Supervisor (2202)

NOVO BUILDING PRODUCTS•Zeeland Charter Township, MI

35d

About The Position

We are looking for an IT Support Supervisor to lead and develop our Service Desk team while providing hands‑on technical assistance. This role ensures efficient support operations, drives best practices, and maintains a customer‑focused culture. As a player‑coach, the supervisor resolves issues quickly, supports key projects, and balances strategic oversight with direct technical work. Strong communication, collaboration, and the ability to balance strategic oversight with direct technical work are essential.

Requirements

Two to three years of management or project management experience.
Experience with at least one significant data center project.
Strong project management skills and experience leading cross-functional project teams.
Understanding of Windows Server, Active Directory, SharePoint, Terminal Services, UCaaS, and mobile devices and MDM.
Hands-on infrastructure troubleshooting experience.
Adept at conducting research into infrastructure-related issues and products.
Must be able to learn, understand, and apply new technologies.
Strong working knowledge of recent IT trends such as Managed Services, Cloud Computing, and Infrastructure Virtualization
Established ability to manage others with strong conflict resolution skills, and willingness to work collaboratively as a team.
Capability to communicate efficiently with all levels of employees, management, customers, and vendors both verbally and in written form.
Ability to manage and prioritize multiple projects effectively.
Logical and efficient, with keen attention to detail, accuracy, and follow up.
Ability to travel in North America and internationally to all company, customer, and vendor sites as needed to gather requirements, provide, or receive training, and resolve applications & process issues.

Nice To Haves

Bachelor’s degree in computer science, Information Systems, or a similar technical/engineering field of study.
Prior experience working in the information technology field.
Eight or more years’ experience in IT support including help desk, project management, resource allocation, and application/ERP support.
Microsoft certifications are desirable.
Knowledge of distribution and warehousing applications supporting retail markets is highly desirable.

Responsibilities

Lead and mentor the Service Desk team, providing daily supervision, guidance, and support.
Develop and maintain standard processes, procedures, training, and documentation for Service Desk operations and IT projects.
Serve as an escalation point for complex or high‑impact technical issues.
Oversee ordering, tracking, and lifecycle management of end‑user hardware (laptops, desktops, peripherals, mobile devices).
Assist IT leadership with project planning, budgeting, and resource coordination.
Develop and periodically update support strategies for a geographically distributed user base.
Manage key IT vendors and third‑party support partners.
Collaborate with departments to define system needs, identify improvements, and recommend solutions.
Facilitate team and individual meetings; ensure strong communication between end users, developers, and system administrators.
Ensure incidents and requests are accurately updated, communicated, and documented.
Foster a positive, productive work environment and provide leadership to help the team meet objectives.
Demonstrate proactive ownership in identifying issues, improving processes, and enhancing overall support.
Participate in after‑hours support, including occasional evenings/weekends and on‑call rotation.