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 Apply tot his job