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IT Service Desk Supervisor

Willmar, MN 56201

Posted: 11/01/2023 Employment Type: Permanent Category: Information Technology Job Number: 25978

Job Description

This company has a new, full-time opportunity for a hybrid-remote IT Service Desk Supervisor to join their team! Dahl Consulting is currently partnering with a leading multi-faceted company. We work one-on-one with great candidates to help connect them with local employment opportunities. This company is hiring an IT Service Desk Supervisor for a permanent position! Interested? Get more details below.
  • Worksite Location: Willmar, MN
What you’ll do as the IT Service Desk Supervisor:
  • Provide leadership and guidance to the IT Service Desk Technicians and Procurement Specialist
  • Set clear performance expectations, provide coaching and mentoring, and conduct regular performance evaluations
  • Schedule, assign, and monitor the workload of team members to ensure timely response and resolution of support requests
  • Establish standard operating procedures and processes that align with IT best practices for incident, problem, asset, and change management
  • Lead efforts to establish, monitor, and report on customer Service Level Agreements and delivery teams’ operating level agreements
  • Lead efforts to identify and implement new opportunities to increase the efficiency of services provided by the IT Service Desk and Procurement team
  • Report and analyze service desk metrics and KPIs to drive continuous improvement efforts
  • Provide technical support to end-users, resolving hardware, software, and network issues in addition to fulfilling customer service requests within defined service levels
  • Oversee the handling of incoming incidents and service requests, ensuring proper categorization, prioritization, assignment and escalations
  • Monitor and ensure adherence to service level agreements (SLAs) for incident response and service request fulfillment
  • Ensure accurate records of incidents, requests, and resolutions are submitted and stored in the Service Desk ticketing system
  • Ensure compliance with relevant regulations and standards (e.g. GDPR, HIPAA)
What you’ll bring to the IT Service Desk Supervisor role:
  • Associate’s degree (or military equivalent)
  • 6+ years of relevant experience
  • 5+ years of providing direct end-user technical support and customer service 
  • 3+ years of experience leading a service desk, including experiences developing and deployment incident, service request, and asset management processes
  • 3+ years of experience managing tickets in a technical ticketing system 
  • ITIL certification preferred; willingness to obtain foundations certification within one year of employment
  • Possess a high level of knowledge of industry-standard service management tools 
  • Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management
  • Knowledge of ITIL processes, including incident management, problem management, service request management, service level management, and change management
  • Proficiency in Windows Operating Systems and Microsoft Active Directory user provisioning and access setups
  • Understanding of computer hardware components, peripherals, and troubleshooting
  • Familiarity with a wide range of software applications, including MS Office suites (Outlook, MS Teams), productivity tools, and IT Service Management tools (E.g. ServiceNow, Easy Vista)
  • Basic networking knowledge, including TCP/IP, DNS, DHCP, and troubleshooting network connectivity issues
  • Understanding of IT security principles and practices, including antivirus, firewalls, and encryption
  • Ability to diagnose and resolve hardware, software, and network issues utilizing a methodical isolation approach for resolution
  • Ability to identify workarounds that allow end-users to return to work with assignment and escalation of root cause problems to appropriate IT resources to reduce repeat incidents by addressing root causes

Take the first step on your new career path! To submit yourself for consideration for this role, simply click the apply button and complete our mobile-friendly online application. Once we’ve reviewed your application details, a recruiter will reach out to you with the next steps! For questions or more information about this role, please call our office at (651) 772-9225.

As an equal-opportunity employer, Dahl Consulting welcomes candidates of all backgrounds and experiences to apply. If this position sounds like the right opportunity for you, we encourage you to take the next step and connect with us. We look forward to meeting you!
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