Supervisor Service Desk

We are HALO! We connect people and brands to create unforgettable meaningful and lasting experiences that build brand engagement and loyalty for our over 60000 clients globally including over 100 of the Fortune 500. Our nearly 2000 employees and 1000 Account Executives located in 40 sales offices across the United States are the reason HALO is #1 in our $25B industry.

We are seeking an experienced and dynamic Service Desk Supervisor with a proven track record in leading and managing a service desk team. The successful candidate will be responsible for overseeing the daily incident management classification prioritization and customer experience. The Service Desk Supervisor will play a crucial role in driving response consistency effective communication and Service Level Agreement compliance. This role will work closely with other leaders within the IT space as well as crossfunctionally to assess technical challenges the incident management process and engagement satisfaction of HALOs userbase. This role is a technical handson role with supervisor responsibilities.

This role is a hybrid role with onsite responsibilities and requires some travel between the following areas: Sterling IL and Oakbrook IL

Responsibilities and Duties:

Leadership

• Develop a performance track for the team to assure alignment with organizational goals.
• Develop a knowledge training program to enhance team skills and capabilities
• Ensure administrative and technical compliance to infrastructure and security standards and policies.
• Stay up to date with new technologies and best practices to assure operational reliability productivity scalability and security compliance.

Team Management

• Lead mentor and manage a team of IT Support Technicians.
• Foster a collaborative and highperformance culture within the team.
• Build trust and independence among the team.
• Develop critical thinking and problemsolving skills among the team.
• Develop user handling and communication skills among the team.

Incident Management

• Enforce Incident Management standards policies and procedures.
• Enforce Problem Management standards policies and procedures.
• Enforce Change Management standards policies and procedures.
• Proctor Change Advisory Board meetings.
• Perform other related tasks and assignments as required.

Performance Monitoring and Optimization

• Monitor the incident management portal for trends and emerging problems.
• Triage classify and prioritize incidents
• Build manage and maintain key performance indicators.
• Coordinate w/ other leaders to assure managed expectations for all incidents.

Vendor Management

• Collaborate with life cycle management patch management and adhoc services providers to assure accurate responsive reliable and consistent services.
• Evaluate and recommend new processes to enhance user technical engagement and operations.

Documentation and Training

• Build a knowledge base
• Maintain comprehensive support documentation for all supported technologies.
• Provide training and knowledgesharing sessions for team members.

Work Hours and Travel Expectations

• This role may require occasional oncall/afterbusinesshours availability as required to support deployments resolve production problems or respond to technical emergencies.
• This role is a hybrid role with onsite responsibilities and requires some travel between the following areas: Sterling IL and Oakbrook IL

• 2 years previous leadership experience within an IT team or technical environment
• Exceptional collaboration communication and negotiation skills.
• Organized detailoriented and capable of handling multiple tasks and priorities.
• Proficient in presenting to a variety of stakeholders.
• Strong writing critical thinking analytical and problemsolving skills.
• High technical aptitude and a strong commitment to staying informed of current trends.
• Working knowledge of ServiceNow preferred.

Compensation: The estimated base salary range for this position is between $80000 and $110000 annually. Please note that this pay range serves as a general guideline and reflects a broad spectrum of labor markets across the US. While it is uncommon for candidates to be hired at or near the top of the range compensation decisions are influenced by various factors. At HALO these include but are not limited to the scope and responsibilities of the role the candidates work experience location education and training key skills internal equity external market data and broader market and business considerations.

Benefits: At HALO we offer benefits that support all aspects of your life helping you find a worklife balance thats right for you. Our comprehensive benefits include nationwide coverage for Medical Dental Vision Life and Disability insurance along with additional Voluntary Benefits. Prepare for your financial future with our 401(k) Retirement Savings Plan Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

More About HALO:

At HALO we energize our clients brands and amplify their stories to capture the attention of those who matter most. Thats why over 60000 small and midsized businesses partner with us making us the global leader in the branded merchandise industry.

• Career Advancement: At HALO were passionate about promoting from within. Internal promotions have been key to our exponential growth over the past few years. With so many industry leaders at HALO youll have the opportunity to accelerate your career by learning from their experience insights and skills. Plus youll gain access to HALOs influential global network leadership opportunities and diverse perspectives.
• Culture: We love working here and were confident you will too. At HALO youll experience a culture of ingenuity inclusion and relentless determination. We push the limits of possibility and imagination by staying curious humble and bold breaking through yesterdays limits. Diversity fuels our creativity and we thrive when each of us contributes to an inclusive environment based on respect dignity and equity. We hold ourselves to a high standard of excellence with a commitment to results and supporting one another with accountability transparency and dependability.
• Recognition: At HALO your success is our success. You can count on us to celebrate your wins. Colleagues across the company will join in recognizing your milestones and nominating you for awards. Over time youll accumulate recognition that can be converted into gift cards trips concert tickets and merchandise from your favorite brands.
• Flexibility: Many of our roles offer hybrid work options and we pride ourselves on flexible schedules that help you balance professional and personal demands. We believe that supporting our customers is a top priority and trust that you and your manager will collaborate to create a schedule that achieves this goal.

HALO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We insist on an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race color religion sex pregnancy (including childbirth lactation and related medical conditions) national origin age physical and mental disability marital status sexual orientation gender identity gender expression genetic information (including characteristics and testing) military and veteran status and any other characteristic protected by applicable law. Inclusion is a core value at HALO and we seek to recruit develop and retain the most talented people.

HALO participates in EVerify. Please see the following notices in English and Spanish for important information: EVerify Participation and Right to Work.

HALO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process including the online application and/or overall selection process you may email us at Please do not use this as an alternative method for general inquiries or status on applications as you will not receive a response. Reasonable requests will be reviewed and responded to on a casebycase basis.