New

Service Desk Supervisor

TEKsystems
$90,000.00 - $110,000.00 / yr
parental leave, sick time, short term disability, long term disability, tuition reimbursement, 401(k)
United States, North Carolina, Statesville
Jan 24, 2026
Description Position Summary: Responsible for system, resource, and capacity planning, designing, reporting, and analyzing of the organization's service group functions and systems according to best practices, while ensuring high levels of customer service quality, availability, response times and service level agreements are met. Essential Duties and Responsibilities: Develop Service Level Agreements to establish problem resolution expectations and time frames Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected as they relate to service requests and incidents. Identify problem areas and deliver solutions to enhance the quality of service. Plan and conduct performance appraisals of Service Group staff. Manage the Service Group Analysts by providing leadership, training, coaching, and mentoring. Manage incoming calls, emails, and tickets to the Service Group to ensure courteous, timely, and effective resolution and user experience of end user issues. Prepare budget proposals and operational expenditure statements. Identify software for effective management of services and capabilities. Develop and deploy effective and efficient purchasing and deployment tasks. Works to coordinate change building, testing, and implementation. Evaluates all requests for changes to determine the impact on business processes and IT services. Develop, manage, and enforce requests handling workflows, and escalation policies and procedures that meet service level agreements, user experience, and change management goals. Identify, recommend, develop, and implement end user training programs to increase computer literacy, self-sufficiency, and to enhance the user experience. Maintains and participates in the IT Department on-call schedule and remote site visit schedule. Other duties and responsibilities: Communicates and builds commitment to the overall user experience vision amongst stakeholders. Ensures that configuration changes are entered in the change management database. Attend Change Advisory Board (CAB) meetings and ensures compliance to ensure minimum disruption to IT services. Education and/or Work Experience Requirements: High school graduate or equivalent. Associate degree in Business Administration, Computer Sciences, CIS or equivalent. CompTIA A+ and CompTIA Network+ or equivalent certifications preferred. Valid North Carolina driver's license with a good driving record. 4 years in a Service/Help Desk role or equivalent. 5 or more years of experience working in an information technology department supporting enterprise-class networks and assisting users. Experience working with modern Windows Operating Systems particularly on the client-side. Knowledge of physical layer cabling systems such as Ethernet patch panels, plugs and jacks. Above average knowledge of modern networking fundamentals. Experience working with service/help desk systems such as Dell KACE, Manage Engine or equivalent and keeping detailed records of customer interactions. Experience with call center operations and managing call center voice communications systems. Knowledge of deployment and implementation practices (Agile, EDM, ITIL 4.0 etc.) Working Conditions - Normal working conditions and hours of 8:00 a.m. until 5:00 p.m. Some irregular working hours may be required. Must be available for work during adverse weather conditions. Residency Requirements - This position is classified as a Non-Direct Operational Position. All employees assigned to headquarters or non-direct operational positions must make their domicile within one of the nineteen counties served by the Cooperative or within a 40 (forty) road mile radius to any customer office. Physical Requirements: Must be able to remain in a stationary position 95% of the time. The person in this position needs to occasionally move about inside the office to access filing cabinets, office machinery, etc. Occasionally required to drive to different reporting office and will be exposed to traffic conditions. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. Occasionally ascends/descends a ladder to reach files and items in storage closets. The ability to observe details at close range (within a few feet of the observer). Occasionally moves boxes weighing up to 25 pounds across office for various needs. All positions at organization are subject to on call work during major storms and outages. As a result of this the position may be exposed to extreme weather conditions, slippery conditions, and electric shock. Frequently bend, stoop, twist, climb, crouch/squat, kneel/crawl, sit and stand for long periods of time. Skills* Service desk, Help desk Top Skills Details Service desk,Help desk Additional Skills & Qualifications Manage Engine Experience Level Intermediate Level Job Type & LocationThis is a Permanent position based out of Statesville, NC. Pay and BenefitsThe pay range for this position is $90000.00 - $110000.00/yr. 401(k) Retirement Savings Plan Medical & Pharmacy Teledoc Dental Vision HSA/FSA Accounts Basic Life and Accidental Death & Dismemberment (AD&D) Insurance Voluntary Life and AD&D Insurance Short Term Disability Long Term Disability Supplemental Policies including Critical Illness & Hospital Indemnity Tuition Reimbursement EAP Paid Company Holidays Sick Leave Vacation Time Parental Leave Community Service Leave Employee Recognition Platform Employee Referral Opportunities Workplace TypeThis is a fully onsite position in Statesville,NC. Application DeadlineThis position is anticipated to close on Jan 30, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.