Service Desk Supervisor
Information Technology
Information Technology
Statesville , North Carolina Direct Hire Jan 20, 2026
Service Desk Supervisor
Location: Statesville, NC (onsite)
Salary: $100k
Summary:
This role is responsible for system, resource, and capacity planning, designing, reporting, and analyzing of the organization’s service group functions and systems according to best practices, while ensuring high levels of customer service quality, availability, response times and service level agreements are met.
Responsibilities:
Location: Statesville, NC (onsite)
Salary: $100k
Summary:
This role is responsible for system, resource, and capacity planning, designing, reporting, and analyzing of the organization’s service group functions and systems according to best practices, while ensuring high levels of customer service quality, availability, response times and service level agreements are met.
Responsibilities:
- Develop Service Level Agreements to establish problem resolution expectations and time frames
- Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected as they relate to service requests and incidents.
- Identify problem areas and deliver solutions to enhance the quality of service.
- Plan and conduct performance appraisals of Service Group staff.
- Manage the Service Group Analysts by providing leadership, training, coaching, and mentoring.
- Manage incoming calls, emails, and tickets to the Service Group to ensure courteous, timely, and effective resolution and user experience of end user issues.
- Prepare budget proposals and operational expenditure statements.
- Identify software for effective management of services and capabilities.
- Develop and deploy effective and efficient purchasing and deployment tasks.
- Works to coordinate change building, testing, and implementation.
- Evaluates all requests for changes to determine the impact on business processes and IT services.
- Develop, manage, and enforce requests handling workflows, and escalation policies and procedures that meet service level agreements, user experience, and change management goals.
- Identify, recommend, develop, and implement end user training programs to increase computer literacy, self-sufficiency, and to enhance the user experience.
- Maintains and participates in the IT Department on-call schedule and remote site visit schedule.
- Communicates and builds commitment to the overall user experience vision amongst stakeholders.
- Ensures that configuration changes are entered in the change management database.
- Attend Change Advisory Board (CAB) meetings and ensures compliance to ensure minimum disruption to IT services.
- High school graduate or equivalent.
- Associate degree in Business Administration, Computer Sciences, CIS or equivalent. CompTIA A+ and CompTIA Network+ or equivalent certifications preferred.
- Valid North Carolina driver’s license with a good driving record.
- 4 years in a Service/Help Desk role or equivalent.
- 5 or more years of experience working in an information technology department supporting enterprise-class networks and assisting users.
- Experience working with modern Windows Operating Systems particularly on the client-side. Knowledge of physical layer cabling systems such as Ethernet patch panels, plugs and jacks. Above average knowledge of modern networking fundamentals.
- Experience working with service/help desk systems such as Dell KACE, Manage Engine or equivalent and keeping detailed records of customer interactions.
- Experience with call center operations and managing call center voice communications systems. Knowledge of deployment and implementation practices (Agile, EDM, ITIL 4.0 etc.)
Category Code: JN008
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