Service Desk Supervisor

Description

This customer is seeking a highly skilled and motivated Service Desk Supervisor to lead their IT service desk team. This role is responsible for ensuring the efficient delivery of managing service desk operations, and driving continuous improvement in customer experience and service quality services. Key Responsibilities -Lead and mentor a team of IT support specialists. -Manage staffing, scheduling, and performance evaluations. -Promote a culture of accountability, collaboration, and technical excellence. -Implement and maintain ITIL-based processes including incident, problem, and change management. -Ensure compliance with internal policies and industry standards. -Drive continuous service improvement initiatives. -Coordinate with infrastructure and application teams for issue resolution. -Monitor system health and proactively address potential disruptions. -Administer ITSM platforms (e.g., ServiceNow, Jira Service Management). -Optimize ticketing workflows and leverage automation to improve efficiency. -Ensure proper ticket categorization, prioritization, and escalation. -Track and report on key performance indicators (KPIs) such as MTTR, FCR, and customer satisfaction. -Analyze support trends and recommend preventive measures. -Present performance insights to IT leadership. -Act as the escalation point for major incidents and service outages. -Communicate effectively with internal teams, vendors, and external partners. -Ensure high levels of customer satisfaction and service transparency. -Maintain accurate records of IT assets and configurations. -Develop and manage a robust knowledge base and self-service resources. -Promote knowledge sharing and documentation best practices.

Skills

Service desk, Management skills, Call center, Ticketing system

Top Skills Details

Service desk,Management skills,Call center,Ticketing system

Additional Skills & Qualifications

Bachelor’s degree in Information Technology, Computer Science, or related field. 7+ years of experience in IT support, with 2+ years in a leadership role. Strong understanding of ITIL frameworks and ITSM tools. Excellent communication, problem-solving, and organizational skills. Experience with cloud platforms, enterprise systems, and cybersecurity best practices is a plus.

Experience Level

Expert Level

This is a Contract to Hire position based out of Cincinnati, OH.

The pay range for this position is $30.00 - $40.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Cincinnati,OH.

This position is anticipated to close on Dec 19, 2025.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.