Service Desk Supervisor
@ Lensa

Hybrid
$70,000
Hybrid
Full Time
Posted 12 hours ago

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XXXXXXXXXX XXXXXXXXXXX XXXXXXXXX******* @lensa.com
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Job Details

Overview

Leidos is seeking a Service Desk Supervisor to lead a dedicated team of Tier 1 Technicians in a 24x7 service desk operation. This full-time remote role supports internal and government customer programs by managing daily activities, escalation, and service levels.

Primary Responsibilities

  • Manage Tier 1 Technicians and daily call center functions.
  • Act as escalation point for service incidents and requests.
  • Monitor service levels, tickets, and maintain quality assurance.
  • Implement process improvements and update SOPs.
  • Foster clear communication and team morale.

Required Experience, Skills & Education

Requires a BS or Masters with a minimum of 2 years relevant experience. Proven leadership, excellent communication, and technical proficiency in MS Windows, Active Directory, Office Suite, ticketing systems, and web applications are essential.

Additional Information

This role is supported by a dedicated 24x7 operation. Candidates must have a quiet workspace, high speed internet, and the ability to work in shifting schedules. Clearance for Public Trust is required.

Key skills/competency

  • Leadership
  • Escalation
  • Service Desk
  • Incident Management
  • Call Center
  • Quality Assurance
  • Process Improvement
  • Technical Support
  • Communication
  • Team Management
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How to Get Hired at Lensa

🎯 Tips for Getting Hired

  • Research Lensa's culture: Understand company values and client focus.
  • Customize your resume: Highlight relevant supervisory experience.
  • Prepare for technical queries: Brush up on IT support tools.
  • Showcase leadership skills: Emphasize team management and escalation experience.

📝 Interview Preparation Advice

Technical Preparation

Review ticketing systems and ITSM practices.
Practice MS Windows and Active Directory skills.
Understand call center telephony systems.
Familiarize with quality assurance tools.

Behavioral Questions

Describe past supervisory challenges and resolutions.
Explain teamwork in stressful situations.
Discuss experience with rapid task changes.
Share examples of effective conflict management.

Frequently Asked Questions