Nightshift Service Desk Supervisor - Remote

About the position The Nightshift Service Desk Supervisor at Prime Therapeutics plays a crucial role in ensuring that our internal and external employees and customers receive the support they need from our IT services. This position is responsible for overseeing the service desk team, which operates 24/7, 365 days a year, providing essential support to users at all times. The supervisor will serve as an advanced level support and escalation point for IT users, ensuring that complex incidents and questions are resolved efficiently. This role also involves training and providing performance feedback to service desk staff, fostering a culture of continuous improvement and high-quality service delivery. In this position, the supervisor will conduct performance reviews and monthly check-ins with service desk personnel, helping them to progress towards departmental goals. The supervisor will also be responsible for documenting and managing knowledge bases related to service desk operations, identifying areas for improvement, and implementing strategies to enhance service delivery. Metrics and service levels will be documented and reported to ensure accountability and transparency in operations. The role may also include other duties as assigned, contributing to the overall effectiveness of the service desk team. The Nightshift Service Desk Supervisor must be adaptable, able to thrive in a high-stress and changing environment, and possess excellent customer service and communication skills. This position requires a flexible schedule, including the ability to work weekends, holidays, and shifts outside of core business hours. The work environment may be noisy and distracting, requiring the supervisor to manage their focus and maintain productivity amidst these challenges.

Responsibilities

• Provide oversight, development, and coaching to the service desk personnel and service desk services

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• Conduct performance reviews, monthly check-ins, and make progress toward departmental goals for Service Desk staff

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• Resolve more complex user's incidents or questions as an internal escalation point

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• Resolve advanced work orders

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• Documentation and management of related Knowledge Bases

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• Identify and implement improvement and expansion of our service and staff

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• Document and report on metrics and service levels

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• Other duties as assigned

Requirements

• Associate's degree in IT or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma or GED is required

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• 3 years of Service Desk work experience

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• Must be eligible to work in the United States without need for work visa or residency sponsorship

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• Positive leadership skills

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• Adapts well in high stress and changing environment

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• Excellent customer service and communication skills

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• Strong problem analysis and troubleshooting skills

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• Experience with ServiceNow

Nice-to-haves

• Previous hands-on management/leadership experience

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• Ticket tracking system experience

Benefits

• Health insurance

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• Dental insurance

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• Vision insurance

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• 401k retirement plan

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• Paid holidays

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• Paid time off

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• Flexible scheduling

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• Professional development opportunities

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• Employee discount programs

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