Location: Collinsville, IL
Under minimal managerial guidance of the Corporate Director of IS, the IS Service Desk Supervisor is responsible for direct oversight of the IS Service Desk operations and a team of 5-8 employees. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user incident requests and service requests, including the monitoring, tracking, and coordination of IS Service Desk. Directly responsible for employee engagement, reporting processes and budget. Develop standard operating procedures to support maximum productivity, service quality, compliance, client satisfaction and technology support expansion.
6+ years of work experience in Information Technology, preferably in a Service\Help Desk environment.
Previous supervisory experience with the ability to delegate and manage team tasks as necessary.
Requires solid technical, problem solving, and organizational skills.
Excellent oral and written communications skills.
Remains calm under pressure and maintains self-composure/self-control in times of high stress.
Is self-directed and demonstrates initiative.
Minimum two-year supervisory experience
Minimum five years’ work experience in a field or discipline related to help desk or call center operations.
Experience overseeing the Helpdesk or Service Desk operations for a professional organization.