IT Service Desk Supervisor

Utah State University, Space Dynamics Laboratory•North Logan, UT

42d•$69,000 - $84,000

About The Position

We are seeking a full-time, customer-service oriented, IT Service Desk Supervisor to lead, train, and support a team of IT Support Technicians who serve the Space Dynamics Laboratory (SDL) employees.

Requirements

6 or more years' experience and a bachelor's degree in a related field OR 4 or more years' experience and a master's degree in a related field OR 11 or more years' experience and a high school diploma
Must be a US citizen, permanent resident of the US, or other US person
Experience providing technical support and troubleshooting computer hardware and software issues
Strong, customer-focused interpersonal, written, and verbal communication skills
Valid CompTIA Security+ (or equivalent) is required or must be obtained within 30 days of hire
Proficiency in computer hardware/software troubleshooting and repair
Ability and desire to continue learning new skills as systems grow and change
Must be self-motivated and mature with a strong work ethic
Must be professional, reliable, and detail oriented
Team coordination or leadership experience

Nice To Haves

Industry certifications (ITIL, CompTIA A+, CompTIA Linux+, etc.)
Knowledge of Linux environments such as CentOS, RHEL, and Ubuntu
Experience with ITSM management such as Atlassian or ServiceNow
Comfortable with creating, maintaining, and following procedural documentation

Responsibilities

Directs supervision of employees including selecting, mentoring, training, motivating, appraising, workload balancing, team building, scheduling, and other administrative functions
Evaluates employee system needs and integration with current support capabilities
Oversees day-to-day internal service and support operations
Provides technical and troubleshooting assistance related to computer hardware, software, mobile devices, and other peripherals
Manages inventory of systems, peripherals, and accessories
Attains in-depth knowledge of company processes, systems, networks, and teams
Conducts research on emerging products and solutions
Identifies improvements to internal processes and enhances customer productivity
Develops and monitors team performance metrics
Reviews Service Desk documentation proactively to ensure it is clear and current
Fosters positive team environment
Focuses on customer satisfaction