IT Services Supervisor – Global Services Center
Spectraforce
US
2 hours ago
Job Description
The role ensures high-quality end-user support, efficient ticket management, and reliable IT services that enable the smooth operation of shared services functions. The supervisor works closely with global IT teams to resolve issues, maintain service standards, and continuously improve the user support experience.
Key Responsibilities
Supervise and actively participate in daily IT support operations, including service desk activities and end-user support.
Provide hands-on troubleshooting and resolution of complex technical issues related to user devices, applications, access, and connectivity.
Monitor and manage the IT ticket queue to ensure timely resolution of incidents and service requests in accordance with established SLAs.
Support and maintain end-user environments including workstations, laptops, collaboration tools, and standard enterprise applications.
Coordinate escalation of incidents to infrastructure, network, security, or application teams when necessary.
Lead, coach, and mentor IT support staff while remaining directly involved in operational support activities.
Ensure consistent service delivery standards and a high level of user satisfaction across the Shared Services Center.
Participate in onboarding, device provisioning, and access management for employees.
Identify recurring issues and contribute to continuous improvement initiatives, documentation, and knowledge base development.
Collaborate with global IT teams to align support processes with enterprise IT service management practices.
Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
4–7+ years of experience in IT support, service desk operations, or end-user services.
Previous experience supervising or leading an IT support or service desk team.
Strong hands-on technical experience supporting end-user environments, including operating systems, productivity tools, and device management.
Experience working with ticketing systems and IT service management processes (incident, request, escalation).
Ability to manage daily operations while remaining actively involved in technical troubleshooting.
Strong communication and user support skills in a fast-paced operational environment.
Key Responsibilities
Supervise and actively participate in daily IT support operations, including service desk activities and end-user support.
Provide hands-on troubleshooting and resolution of complex technical issues related to user devices, applications, access, and connectivity.
Monitor and manage the IT ticket queue to ensure timely resolution of incidents and service requests in accordance with established SLAs.
Support and maintain end-user environments including workstations, laptops, collaboration tools, and standard enterprise applications.
Coordinate escalation of incidents to infrastructure, network, security, or application teams when necessary.
Lead, coach, and mentor IT support staff while remaining directly involved in operational support activities.
Ensure consistent service delivery standards and a high level of user satisfaction across the Shared Services Center.
Participate in onboarding, device provisioning, and access management for employees.
Identify recurring issues and contribute to continuous improvement initiatives, documentation, and knowledge base development.
Collaborate with global IT teams to align support processes with enterprise IT service management practices.
Required Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
4–7+ years of experience in IT support, service desk operations, or end-user services.
Previous experience supervising or leading an IT support or service desk team.
Strong hands-on technical experience supporting end-user environments, including operating systems, productivity tools, and device management.
Experience working with ticketing systems and IT service management processes (incident, request, escalation).
Ability to manage daily operations while remaining actively involved in technical troubleshooting.
Strong communication and user support skills in a fast-paced operational environment.