Service Desk Supervisor

Position : Service Desk Supervisor

Reports To : Service Desk Manager

Division : Service Desk

FSLA : Exempt

Office Designation : Elmwood Park-In Office, Hybrid

Omega Systems is looking for a Service Desk Supervisor to guide our Service Desk operations, drive excellence in customer support, and ensure compliance with company standards and security policies.

You’ll lead a talented team, set the vision for service delivery, and foster professional growth while implementing best practices that elevate performance and customer satisfaction.

Functional Responsibility and Task Statements

Operational Responsibilities

• Supervising end-user services and technical support services.
• Supervise and oversee day-to-day operations regarding proper ticketing procedures, reporting and technical support via phone.
• Provide consistent training and mentoring to members.
• Ensure Omega is providing a high level of customer service by performing Quality Assurance processes including but not limited to direct monitoring of employee interactions and analyzing reporting to identify incorrect behaviors and patterns.
• Onboard new Omega Service Desk Employees including systems access, training, and confirming proper Omega processes on a regular basis.
• Supervise group - including recruitment, supervision and coaching, scheduling, development, evaluation, and performance.
• Create, Update, and Improve Documentation to ensure high level of service.
• Review Timesheets Weekly
• Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent IT activities.
• Ensures enforcement of procedures to maintain security and access and protect against viruses, hackers, vandals, acts of God, and accidental user mistakes.

Leadership and People Responsibilities

Technical Responsibility and Task Statements

Incumbent(s) in this position may be required to perform other duties and special assignments not specifically stated.

Environmental : The job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, etc.

Travel Requirements : Minimal travel is required for this position.

Desired Qualifications and Skills

Required

EEO STATEMENT

It is the Company's policy to provide equal employment opportunity for all applicants and employees. Omega Systems provides equal employment opportunities to all qualified individuals without regard to actual or perceived race including hair texture and natural hair styles), color, religion, religious creed (including religious dress and religious grooming practices), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity (including transgender identity, status and transitioning), gender expression and sex stereotyping, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information (including genetic information), family care or medical leave status, military caregiver status, military status, veteran status, marital status, domestic partner status, sexual orientation, status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, engaging in protected communications regarding employee wages, requesting a reasonable accommodation on the basis of disability or bona fide religious belief or practice, or any other basis protected by local, state, or federal laws. Applicants, as well as employees, who are or become disabled must be able to perform the essential job functions with or without reasonable accommodation. The Company shall determine reasonable accommodation on a case by case basis in accordance with applicable law.