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Location

North Logan, UT | United States

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Job description

Job ID 16229A
We are seeking a full-time, customer-service oriented, IT Service Desk Supervisor with both project and people management experience to lead, train, and assist a small team of IT desktop support technicians who serve SDL employees. This position is on-site and non-remote.



SDL offers competitive salaries and fantastic benefits, including:

• Generous paid leisure and sick leave, ensuring you never miss a special event
• A 14.2% employer retirement contribution into a 401(a) account—no matching required!
• Utah State University undergraduate tuition discounts of 50%, full reimbursement for graduate tuition, and free course audits for employees and dependents meeting eligibility requirements
• High-quality, low-cost health, dental, and life insurance
• A great, highly educated team that works together to solve some of the most fascinating problems on (and off) our planet
• We are a growing company that maintains both a family feel and high retention rate with over 90% job satisfaction
• Relocation assistance available for most positions

Primary Responsibilities:

• Direct supervision of employees including hiring, mentoring, training, motivating, appraising, balancing workload, team building, scheduling, and other administrative functions
• Evaluate employee system needs and integration with current support capabilities
• Oversee day-to-day, internal customer service and support operations
• Provide technical and troubleshooting assistance related to computer hardware, software, mobile devices, and other peripherals
• Serve as escalation point for difficult desktop support issues
• Manage inventory of systems, peripherals, and accessories
• Attain in-depth knowledge of company processes, systems, networks, and teams
• Conduct research on emerging products and solutions
• Identify improvements to internal procedures and enhance customer productivity
• Develop and monitor team performance metrics
• Review Service Desk documentation proactively to ensure it is clear and up to date
• Regularly conduct team meetings to advance the team’s technical and customer service skills
• Formalize and refine workflow and request fulfillment processes
• Foster positive team environment
• Focus on customer satisfaction

Required Qualifications:

• 5 or more years’ experience and a BS in a related field or
• 8 or more years’ experience and a High School Diploma
• Must be a US citizen or permanent resident
• Experience providing technical support and troubleshooting computer hardware and software issues
• Strong, customer-focused interpersonal, written, and verbal communication skills
• Leadership Experience with proven accountability for team members
• Proficiency in computer hardware/software troubleshooting and repair
• Ability and desire to continue learning new skills as system needs grow and change
• Self-motivated with a strong work ethic
• Professional, reliable, and detail oriented

Preferred Qualifications:

• Industry certifications (CompTIA A+, CompTIA Security+, CompTIA Linux+, etc.)
• Able to obtain a US government security clearance if needed (U.S Citizenship required)
• Knowledge of Linux environments including CentOS, RHEL, and Ubuntu
• Experience with Confluence and Jira
• Comfortable with creating and following procedure documentation

Prescreening Questions

• How would you describe your leadership style?
• As a supervisor looking to hire a new employee, what qualities would you consider to be the most important in a candidate?
• How would you measure your success as a supervisor?

For questions or assistance with the application process or the DoD SkillBridge program, please contact [email protected].

EOE including Disability and Vet

1zJ9hhqPqY

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Job tags

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Salary