обновлено 12 дней назад
Supervisor Service Desk (IT)
70 000 - 96 800$
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Supervisor Service Desk (IT) (ITSM/ITIL): Overseeing daily service desk operations, ticket handling, team performance, and customer support in a Microsoft Windows and ServiceNow environment with an accent on first-call resolution, service metrics, and process improvement. Focus on applying ITIL practices, improving SLA performance, developing service desk capabilities, and coaching a hands-on support team.
Location: Richmond, Virginia, United States; onsite attendance required as needed under the in-office policy
Salary: $70,000–$96,800 annually, plus 15% bonus potential
Company
Group is a Fortune 500 holding company operating insurance, reinsurance, specialist advisory, and investment businesses through more than 60 offices in over 20 countries.
What you will do
- Oversee daily service desk operations, ticket handling, incident reviews, staffing, scheduling, and business coverage.
- Apply ITSM principles and ITIL best practices to improve service quality, first-call resolution, workflow efficiency, and SLA performance.
- Monitor dashboards, KPIs, customer feedback, and service desk trends, recommending corrective actions and improvement initiatives.
- Learn and implement new tools, support team adoption, and use ServiceNow reporting and Service Operations Workspace.
- Collaborate with service management, IT teams, and internal stakeholders on issues, changes, projects, and monthly service reviews.
- Supervise, coach, mentor, and support the development of service desk staff, including recruitment, onboarding, evaluations, and training.
Requirements
- US work authorization is required; visa sponsorship is not available now or in the future.
- Experience supervising staff or coordinating operational workflows in a service desk, help desk, call center, desktop support, or customer support environment.
- Experience supporting PC and Microsoft Windows environments, including hardware, peripherals, and software troubleshooting.
- Working knowledge of ITIL, ITSM, ticket management, incident management, service desk metrics, and ServiceNow analytics.
- Experience with process improvement, performance data, status reporting, prioritization, communication, customer service, and problem-solving.
- Ability to work onsite as required and manage competing priorities in a fast-paced environment.
Nice to have
- Microsoft Certified IT Professional, CompTIA A+, ITIL, ITSM, Six Sigma, or related certification or training.
- Project management certification or training.
- Bachelor’s degree in a related field or equivalent experience.
- Experience in a structured service desk or call center environment.
Culture & Benefits
- Health, dental, and vision insurance options for full-time employees.
- Optional life, disability, and AD&D insurance.
- 401(k) with employer match and an Employee Stock Purchase Plan.
- Paid time off, corporate and floating holidays, and parental leave.
- People-focused environment built around collaboration, continuous improvement, and shared accountability.
Hiring process
- Complete the application and participate in the company’s selection process.
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