IT Service Desk Supervisor

About the Role

The IT Service Desk Supervisor is responsible for leading and supporting the IT Service Desk team to deliver exceptional technical support and customer service to end users. This role oversees daily operations, ensures timely resolution of incidents and requests, and drives process improvements to enhance service delivery. The supervisor will collaborate with IT leadership and cross-functional teams to maintain high standards of IT operations and user satisfaction.

• Supervise, mentor, and support IT Service Desk staff, ensuring effective team performance and professional development.
• Oversee daily Service Desk operations, including ticket management, prioritization, and escalation of incidents and requests.
• Monitor and report on Service Desk metrics, SLAs, and user satisfaction, implementing improvements as needed.
• Manage and maintain IT knowledgebase and documentation for end users and internal staff.
• Administer Microsoft M365, Cisco Meraki, Atlassian, DUO, and OKTA platforms.
• Oversee asset management, IT operations management, and mobile device management (MDM) processes.
• Lead incident management and ensure timely communication and resolution of IT issues.
• Drive process improvement initiatives to optimize Service Desk workflows and user experience.
• Coordinate and participate in IT projects, providing Service Desk expertise and support.
• Ensure compliance with ITSM best practices and company policies.
• Provide training and onboarding for new Service Desk staff.
• Collaborate with other IT teams and business units to resolve complex technical issues.

• 10 years of experience in IT Service Desk or IT operations roles
• Experience with ITSM, incident management, and asset management
• Proficiency in Microsoft M365 Administration, Cisco Meraki, Atlassian, DUO, OKTA, and MDM solutions
• Experience keeping accurate documentation
• Experience with dashboard creation, metrics, and reporting
• Leadership and customer service experience

• ITIL Certification
• Experience with process improvement initiatives
• Prior supervisory or team lead experience in an IT environment

This position primarily works in an office environment. It requires the ability to sit or stand for long periods of time and frequent walking. Daily use of a computer, phone, office equipment and other computing and digital devices is required. May be required to stand for extended periods when facilitating meetings or walking in the facilities. Some local travel may be necessary, so the ability to travel by plane, operate a motor vehicle and maintain a valid Driver’s license and/or effectively navigate public transportation is required.

While performing the responsibilities of the job, the employee must be able to read and respond to interoffice communications as well as effectively participate in meetings. The employee is often required to sit and use their hands and fingers, to lift up to 50 lbs., pull, push, carry, handle or feel. The employee is required to carry, handle items, reach with arms and hands, to stoop, kneel, or crouch;

talk or hear. Mental demands may require prolonged concentration, reading comprehension, understanding and interpretation of concepts, ideas and philosophies. The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described unless such accommodations would cause ICEYE US an undue burden.

ICEYE US is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other protected characteristic under federal, state, or local law.