Nightshift Service Desk Supervisor – Remote

About the position

Responsibilities
• Provide oversight, development, and coaching to the service desk personnel and service desk services
• Conduct performance reviews, monthly check-ins, and make progress toward departmental goals for Service Desk staff
• Resolve more complex user’s incidents or questions as an internal escalation point
• Resolve advanced work orders
• Documentation and management of related Knowledge Bases
• Identify and implement improvement and expansion of our service and staff
• Document and report on metrics and service levels
• Other duties as assigned

Requirements
• Associate’s degree in IT or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma or GED is required
• 3 years of Service Desk work experience
• Must be eligible to work in the United States without need for work visa or residency sponsorship
• Positive leadership skills
• Adapts well in high stress and changing environment
• Excellent customer service and communication skills
• Strong problem analysis and troubleshooting skills
• Experience with ServiceNow

Nice-to-haves
• Previous hands-on management/leadership experience
• Ticket tracking system experience

Benefits
• Health insurance
• Dental insurance
• Vision insurance
• 401k retirement plan
• Paid holidays
• Paid time off
• Flexible scheduling
• Professional development opportunities
• Employee discount programs