What are the responsibilities and job description for the Service Desk Supervisor position at Vista Applied Solutions Group Inc?
We are seeking a Service Desk Supervisor to lead and continuously improve our IT Service Desk operations. This role is responsible for service delivery planning, staff leadership, process development, and ensuring a high-quality end-user experience across the organization. The ideal candidate is a hands-on IT leader with strong customer service instincts, technical expertise, and experience managing service desk teams and workflows.
This position reports to the Manager of Information Technology Services and Analytics Group and plays a key role in service management, change management, and operational excellence.
Key Responsibilities
Service Desk Leadership & Operations
Service Management & Process Improvement
Change & Release Management
Technology, Budgeting & Strategy
Training & User Experience
On-Call & Support Coverage
Required Qualifications:
Education & Certifications
- High school diploma or equivalent (required)
- Associate degree in Business Administration, Computer Science, CIS, or related field (preferred)
- CompTIA A and Network or equivalent certifications (preferred)
Experience
- 4 years in a Service Desk or Help Desk role
- 5 years supporting enterprise-class networks and end users
- Experience managing or leading service desk or call center operations
Technical Skills
- Strong experience with modern Windows client operating systems
- Above-average knowledge of networking fundamentals and physical cabling (Ethernet patch panels, jacks, plugs)
- Experience with service desk systems such as Dell KACE, ManageEngine, or similar
- Familiarity with IT service and deployment frameworks (ITIL 4, Agile, EDM, etc.)