IT Service Desk Supervisor
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Job Location:
Columbus, NE - USA
Monthly Salary:
Not Disclosed
Posted on:
23 hours ago
Vacancies:
1 Vacancy
Job Summary
Service Desk Supervisor
Allied Mineral Productsis a leading manufacturer of monolithic refractories worldwide. We are currentlyseeking aService Desk Supervisor in our Columbus OH location. This role is responsible for leading the daily operations of the IT Service Desk ensuring delivery of high-quality technical support to end users across the organization. This Service Desk Supervisor oversees service desk technicians manages incident and approval workflows enforces service-level agreements and drives continual improvement initiatives. This role works closely with System Admins Network Admins Security SAP and Software Development teams to maintain stable operations and excellent support experience.
Hours: 5:00am - 2:00pm EST
Key Duties and Responsibilities
- Supervise the daily operations of the Service Desk ensuring timely and effective resolution of incidents service requests and escalations.
- Assign prioritize and monitor workloads for Service Desk Analysts.
- Serve as the primary point of escalation for complex or high-impact issues.
- Maintain shift schedules and workforce planning to support business needs.
- Monitor service desk performance metrics (SLAs response times first-contact resolution backlog).
- Produce and present operational reports to management highlighting trends and improvement opportunities.
- Oversee knowledge base maintenance to ensure accurate current documentation.
- Provide coaching mentoring and performance evaluations for Service Desk technicians.
- Conduct regular training sessions to improve technical customer service and troubleshooting skills.
- Promote a culture of continuous learning and process improvement.
- Ensure a positive professional support experience for end users.
- Handle customer complaints ensuring effective resolution and improved future service.
- Foster strong communication between IT and business units.
- Identify inefficiencies and implement service desk process improvements.
- Collaborate with Infrastructure Network Security and Application teams to streamline support workflows.
Qualifications
- 35 years of experience in IT support with at least 12 years in a supervisory or team lead role.
- A Bachelor of Science degree in Computer Science or related field or equivalent work experience desired.
- Strong understanding of ITIL principles and service management frameworks.
- Experience with ticketing systems (e.g. ServiceNow Jira Service Management Remedy).
- Excellent communication leadership and customer service skills.
- Ability to manage competing priorities in a fast-paced environment.
- Solid troubleshooting skills across Windows macOS mobile devices and common enterprise applications
- ITIL Foundation certification or higher preferred.
- Experience in enterprise or global IT environments.
- Familiarity with infrastructure technologies (networking servers endpoint management cloud services).
- Knowledge of self-service portals automation and modern service desk best practices
- Must have strong interpersonal written and verbal communication skills.
- Must be direct and able to work independently.
- Must be willing to work unusual hours when needed.
- Must be dependable and punctual.
Benefits
- Competitive Base Pay
- Employee Stock Ownership Plan (ESOP) retirement plan with25% annual company contribution
- 401K program
- AnnualProfit Sharing
- Paid Time Off forVacation Sick Days Holidays
- Medical Prescription Drug Dental and Vision programs
- Life Insurance
- Short-Term and Long-Term disability
Allied Mineral Products Holding Inc. is an Equal Opportunity Employer/Veterans/Disabled.
Required Experience:
Manager
About Company
Leading global manufacturer of monolithic refractory ceramics and precast shapes. Technical experts can recommend products for specific applications
