Supervisor, IT Support Desk

DirectedLINK - Phoenix, AZ

  • Lead, coach, and mentor a team of IT Support Analysts
  • Supervise the IT Support Desk team including recruiting, retaining, coaching, and developing the team to provide the highest level of customer service
  • Build and maintain strong partnerships across the Reliance Family of Companies, Corporate, and within RTS
  • Manage, direct and coordinate support desk activities, including first call resolution, incident management processes, and assignment of Support desk duties and tasks
  • Support established policies, procedures, standards, and quality control processes to assure responsive support capabilities
  • Assist with the development, implementation, and administration of IT Support staff training procedures and policies
  • Comply with all internal and external policies and procedures


  • Bachelor’s degree in Computer Science, Business, or equivalent work experience in a related field required
  • ITIL Certification preferred
  • Experience with the ServiceNow incident management system preferred
  • 2+ years experiencing supervising or managing a Level 1 Support Desk team required
  • High-level of competence with the following technologies required:

    - Microsoft Office products

    - Warehouse automation products (wireless access points, thin clients, RF scanners, and label printers)

    - Various end user computing devices (PCs, Laptops, tablets, cell phones, and printers)

    - Basic WAN and network concepts, including the ability to troubleshoot issues to determine root cause analysis

  • Experience delivering exceptional customer service, including the ability to work with people with varying technology competencies
  • Experience performing IT installations, configurations, and troubleshooting computer hardware and software in accordance with IT Services standards
  • Ability to reach common ground and drive personnel toward ITIL best practices in a new and growth-oriented environment
  • Strong and concise verbal, written, and presentation skills
  • Ability to convey complex information to a broad audience

Posted On: Monday, July 25, 2022

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