IT Service Desk Supervisor
Location: Thornton, CO
Job Type: Contract
Company: IDR
Category: End User Support / Helpdesk
Job Description Apply Now
The role of IT Service Desk Supervisor is an integral leadership position within the technical support team, responsible for overseeing daily operations, guiding team members, and ensuring the highest standards of customer service and IT resolution. This opportunity is designed for professionals with proven experience in IT support and team leadership, seeking to advance their careers in a dynamic technology environment. As an IT Service Desk Supervisor, you will play a pivotal role in managing service desk operations, mentoring analysts, and optimizing support processes to deliver exceptional results.
In this full-time IT Service Desk Supervisor position, you will be entrusted with responsibilities that not only enhance your management capabilities but also contribute significantly to efficient IT service delivery. The organization's commitment to technology excellence and customer satisfaction makes it a top choice for IT professionals who value growth and impactful work. Working in this capacity, you will leverage your expertise to foster team performance, drive workflow improvements, and ensure the seamless resolution of technical incidents and requests.
As an IT Service Desk Supervisor, your leadership will be instrumental in maintaining high First Call Resolution rates, upholding industry best practices, and supporting both Tier 1 and Tier 2 incident management. You will act as the primary escalation point for complex issues, ensuring that all challenges are addressed promptly and effectively. Your analytical and diagnostic skills will be crucial in resolving technical problems while maintaining open communication with end users and stakeholders.
Additionally, your role involves identifying opportunities to streamline processes, create comprehensive documentation, and enhance the service desk knowledge base. By mentoring your team and providing constructive feedback, you will cultivate a collaborative environment that values continuous improvement. Your strong customer-service mindset and dedication to excellence will ensure that all issues are handled from inception to closure, with clear and timely updates provided throughout the process.
The company offers a robust benefits package, reflecting its commitment to the well-being and professional development of its employees. Benefits include medical, dental, and vision coverage, as well as access to life insurance and participation in an employee stock ownership program. The organization’s proven track record, spanning over 25 years in the industry, and its recognition for exceptional staffing services, further highlight the value of joining this team as an IT Service Desk Supervisor.
Pursuing a career as an IT Service Desk Supervisor with this industry-leading organization provides not only a competitive compensation structure but also opportunities for advancement and long-term career growth. The company’s supportive management and award-winning culture ensure that your contributions are recognized and your professional ambitions are fully supported. If you are looking to lead a talented team and make a meaningful impact within the IT services sector, this is the ideal role for you. Take the next step in your career by applying now using the job application button.
IT Service Desk Supervisor - Summary- Leadership role responsible for supervising IT service desk operations
- Guides and mentors service desk analysts to ensure optimal performance
- Acts as the primary escalation point for complex technical issues
- Facilitates workflow improvements and documentation development
- Upholds high standards of customer service and technical support
- Mentor and guide service desk analysts, providing regular performance reviews and constructive feedback
- Support Tier 1 service desk tasks and serve as the main escalation point for unresolved or complex incidents
- Apply strong analytical and diagnostic skills to resolve technical issues and support Tier 2 incident management within service level agreements
- Identify opportunities to improve workflow efficiency and create documentation to enhance the service desk knowledge base
- Train team members to increase First Call Resolution rates and maintain high customer satisfaction
- Accurately log, classify, and route incidents and service requests for timely resolution
- Ensure all customer issues are addressed end-to-end with appropriate communication and closure
- Competitive compensation package
- Comprehensive benefits, including medical, dental, vision, and life insurance
- Employee Stock Ownership Program
- Opportunities for advancement within an industry-leading organization
- Recognition for outstanding performance in staffing and talent management
- Demonstrated experience in IT support and service desk environments
- Proven leadership abilities, including mentoring and team supervision
- Strong analytical, diagnostic, and problem-solving skills for resolving complex issues
- Proficiency in incident logging, classification, and service request routing
- Commitment to delivering excellent customer service and clear communication
- Ability to identify workflow improvements and develop effective documentation
- Experienced IT support professional with a passion for team leadership
- Skilled in both technical troubleshooting and process optimization
- Effective communicator with a strong customer-service orientation
- Adaptable, collaborative, and driven to achieve operational excellence
- Motivated to mentor staff and contribute to a positive team culture
- Company recognized for over 25 years of excellence in technology staffing and solutions
- Recipient of industry awards for superior client and talent satisfaction
- Supportive management structure and opportunities for professional growth
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. IDR is subject to certain governmental recordkeeping and reporting requirements for the administration of civil rights laws and regulations. In order to comply with these laws, we invite employees to voluntarily self-identify their race or ethnicity, gender, and veteran status (if applicable). Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable laws, executive orders, and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement. You may access this form here.
If you are ready to take the next step in your IT career, apply today for the IT Service Desk Supervisor position by clicking the application button and joining a team committed to your success and professional growth.