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Service Desk Supervisor

Phoenix, AZ
Atrilogy’s direct client is seeking a Service Desk Supervisor to join their team in Phoenix, AZ. This is a Full-Time, Direct-Hire role.

The Service Desk Supervisor leads and manages a team of 7 Service Desk Analysts who troubleshoot technical/application issues, while monitoring operational metrics to ensure successful resolution of customer issues.

  • Manages daily IT service desk operations and provide leadership/direction to service desk staff.
  • Develops and maintains customer-centric procedures for processing and resolving technical support calls, coming from both internal staff and external customers, while reducing total cost of ownership.
  • Oversees the identification, prioritization, and resolution of technical issues, ensuring that all phases of support are coordinated, monitored, logged, tracked, and resolved appropriately.
  • Aligns the service desk team with the IT strategy and key initiatives by developing and implementing team goals, objectives, support standards, processes, and operational metrics aligned with the ITIL framework.
  • Acts as point of escalation for the team and customers.
  • Creates and manages reporting of metrics that effectively measure team and department performance for the purpose of continuous improvement.
  • Administers workflow, monitors ticket queue, and follows up on all tickets received by the team, including escalations to other teams (internal and external to IT Department).
  • Reviews quality assurance parameters, customer service feedback, and service level agreements.
  • Hires and trains new team members.
  • Identifies problem trends to ensure permanent solutions to recurring problems are identified and associated solution developed.
  • Acts as liaison within the IT Customer Management Team for global problem management and communication including after hours on-call rotation.
  • Provides general end user and team technical and troubleshooting training.
  • Assists in the establishment/maintenance of a high-performance team of professional, motivated, and engaged staff utilizing effective training, performance management and career-development activities while leading them to achieve established business results and performance metrics. 
  • Recognizes and rewards employee contributions and achievements.
  • Bachelor’s Degree in Computer Science, Information Technology, or related field a plus, or equivalent work experience
  • Minimum 5 years of experience in an IT Support organization, with at least 2 years in service desk supervision
  • Excellent written and verbal communication skills
  • Strong customer advocacy and focus
  • Ability to drive solutions
  • Ability to organize, plan, prioritize and follow through on work
  • Enthusiasm for continuous improvement
  • Ability to advise and coach to improve skills
  • Ability to maintain confidentiality and professional decorum while working with all levels of employees and consultants
  • Excellent judgment, problem-solving, and decision-making skills
  • Strong logical, analytical, and problem-solving skills; Linear troubleshooting skills
  • Experience with and understanding of service desk automation and ticketing software
  • Experience developing and managing compliance with service level agreements
  • Experience in service desk ticket reporting/analysis for continuous process improvement

For immediate consideration please submit your resume in Word format, along with daytime contact information.  LOCAL CANDIDATES ONLY PLEASE unless you are willing to relocate yourself at your own expense.  Client is unable to provide H-1B Visa sponsorship at this time. All submittals will be treated confidentially.  Selected candidate may be asked to pass a comprehensive background, credit and/or drug screening.  Principals only, no third parties please.

Atrilogy Solutions Group, Inc. (est. 2000), in partnership with Peak17 Consulting (est. 2008), provides organizations of all sizes with high-quality, cost effective information technology (IT) staffing services. 
Atrilogy has been recognized by Inc. magazine as one of the nation’s fastest-growing, privately held companies. Headquartered in Irvine, California, Atrilogy also has offices in Denver, Phoenix, Atlanta, and Dallas with satellite offices in Boston, Jersey City, Las Vegas, Seattle, and Delhi, India.
Clients turn to Atrilogy for expertise in:
·         IT staffing and placement such as Project Managers, Agile/Scrum Masters, Business Analysts, DBAs, Software Engineers, Mobile Developers (iOS, Android), DevOps, Automation, QA, Systems & Network Engineers, Cyber Security / Information Security Specialists, ERP, CRM, Business Intelligence, Data Warehousing, Big Data and Creative (UI/UX, Web Design)
 Clients tun to Peak17 for expertise in:
  • Operational staffing and placement of Accounting/Finance, Human Resources, and Marketing professionals, as well as Information Technology resources.
Atrilogy Solutions Group and Peak17 Consulting are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
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