Supervisor, Service Desk

Are you excited to elevate your leadership journey Join us as the Supervisor of our Service Desk where youll lead a dynamic team of service desk analysts who are passionate about providing exceptional technical support to our end-users! In this impactful role youll manage team schedules set performance goals offer training and ensure our service desk runs smoothly.

At DYOPATH were not just another IT company were apeople-firstorganization committed to building a collaborative creative and inclusive work culture. Weve been recognized as aGreat Place to Workfor four years running and we want YOU to be part of our award-winning team!

Why DYOPATH

• People-First Culture: We value collaboration creativity and making sure every team member feels supported and appreciated.
• Do the Right Thing:Integrity and honesty are at our core. Youll be part of a team that embraces accountability and always strives to do whats right.
• Amazing Benefits:
  • Medical Dental Vision and Life Insurance
  • 401(k) with company match
  • Paid Time Off
  • Paid Holidays
  • Flexible Spending Account (FSA) and Health Savings Account (HSA)
  • Pet Insurance (because we know pets are family too!)
  • And more! Check out our full benefits available athttps:// Details:
    • Location: hybrid in Nashville TN
    • Pay: $60000 - $65000 annually
    • Shift: 7:30am - 4:30pm Monday - Friday

    Responsibilities of a Supervisor Service Desk:

    • Define and maintain service level agreements (SLAs) that establish the gold standard for service desk support excellence!
    • Ensure the timely and effective resolution of technical issues reported by our valued end-users.
    • Develop and maintain comprehensive technical documentation that enhances our service desk support processes.
    • Manage service desk budgets including the exciting procurement and maintenance of cutting-edge tools and software!
    • Build and nurture strong relationships with key stakeholders including our internal customers and trusted vendors.
    • Provide insightful reports on service desk performance to senior management showcasing our teams achievements!
    • Lead a talented team of service desk support analysts and supervisors including hiring training and performance management to foster growth and success.
    • Take the lead and actively participate in cross-functional projects that enhance service desk support and service delivery.
    • Collaborate with other IT teams to tackle and resolve complex technical issues head-on!
    • Develop and implement innovative service desk policies and procedures that drive efficiency.
    • Stay ahead of the curve by maintaining up-to-date knowledge of new technologies and industry trends related to service desk support.

    Required Skills:

    • Bachelors degree in Computer Science Information Systems or a related field.
    • HDI Support Center Analyst (HDI-SCA) certification
    • ITIL Foundation and ITIL Practitioner certifications to showcase your expertise.
    • 5 years of experience in technical support preferably in a vibrant service desk environment.
    • 5 years of experience in a management or leadership role where youve made a difference!
    • Exceptional problem-solving skills and the ability to diagnose and resolve complex technical issues with ease.
    • Outstanding communication and interpersonal skills that inspire teamwork.
    • Knowledge of IT service management frameworks such as ITIL to guide our practices.
    • Experience with IT Service Management (ITSM) ticketing systems like BMC Helix or ServiceNow.
    • Strong leadership and coaching skills to empower your team.
    • A knack for thriving in a fast-paced environment and managing multiple priorities with enthusiasm!

    Ready to Apply

    If youre passionate about technology thrive in a fast-paced environment and love helping others succeed we encourage you to apply today. Lets build better tech experiencestogether.

    Equal Opportunity Employer

    DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age color disability gender gender identity genetic information marital status military status national origin race religion sexual orientation veteran status or any other legally protected characteristic. For more information about DYOPATH please visit our website . The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of the employee assigned to this job.