At DYOPATH, we believe that work should be more than just a job – it should be a passion. As a dynamic, forward-thinking Managed Service Provider (MSP), we are dedicated to empowering organizations with reliable and innovative IT solutions. Guided by our core values of accountability, excellence, and exceptional customer service, we cultivate a culture of creativity, passion, and bold communication. Our team is driven by a shared commitment to sustainability and delivering meaningful results that help our clients thrive.
Are you excited to elevate your leadership journey? Join us as the Supervisor of our Service Desk, where you'll lead a dynamic team of service desk analysts who are passionate about providing exceptional technical support to our end-users! In this impactful role, you’ll manage team schedules, set performance goals, offer training, and ensure our service desk runs smoothly. At DYOPATH, we're not just another IT company – we’re a people-first organization committed to building a collaborative, creative, and inclusive work culture.
We’ve been recognized as a Great Place to Work for four years running, and we want YOU to be part of our award-winning team!
Why DYOPATH?
- People-First Culture: We value collaboration, creativity, and making sure every team member feels supported and appreciated.
- Do the Right Thing: Integrity and honesty are at our core. You'll be part of a team that embraces accountability and always strives to do what's right.
- Amazing Benefits:
- Medical, Dental, Vision, and Life Insurance
- 401(k) with company match
- Paid Time Off
- Paid Holidays
- Flexible Spending Account (FSA) and Health Savings Account (HSA)
- Pet Insurance (because we know pets are family too!)
- And more! Check out our full benefits available at https://dyopath.com/careers/
The Details:
- Location: hybrid in Nashville, TN
- Pay: $60,000 - $65,000 annually
- Shift: 7:30am - 4:30pm, Monday - Friday
Responsibilities of a Supervisor, Service Desk:
- Define and maintain service level agreements (SLAs) that establish the gold standard for service desk support excellence!
- Ensure the timely and effective resolution of technical issues reported by our valued end-users.
- Develop and maintain comprehensive technical documentation that enhances our service desk support processes.
- Manage service desk budgets, including the exciting procurement and maintenance of cutting-edge tools and software!
- Build and nurture strong relationships with key stakeholders, including our internal customers and trusted vendors.
- Provide insightful reports on service desk performance to senior management, showcasing our team's achievements!
- Lead a talented team of service desk support analysts and supervisors, including hiring, training, and performance management to foster growth and success.
- Take the lead and actively participate in cross-functional projects that enhance service desk support and service delivery.
- Collaborate with other IT teams to tackle and resolve complex technical issues head-on!
- Develop and implement innovative service desk policies and procedures that drive efficiency.
- Stay ahead of the curve by maintaining up-to-date knowledge of new technologies and industry trends related to service desk support.
Required Skills:
- Bachelor's degree in Computer Science, Information Systems, or a related field.
- HDI Support Center Analyst (HDI-SCA) certification
- ITIL Foundation and ITIL Practitioner certifications to showcase your expertise.
- 5+ years of experience in technical support, preferably in a vibrant service desk environment.
- 5+ years of experience in a management or leadership role, where you’ve made a difference!
- Exceptional problem-solving skills and the ability to diagnose and resolve complex technical issues with ease.
- Outstanding communication and interpersonal skills that inspire teamwork.
- Knowledge of IT service management frameworks such as ITIL to guide our practices.
- Experience with IT Service Management (ITSM) ticketing systems like BMC Helix or ServiceNow.
- Strong leadership and coaching skills to empower your team.
- A knack for thriving in a fast-paced environment and managing multiple priorities with enthusiasm!
Ready to Apply?
If you're passionate about technology, thrive in a fast-paced environment, and love helping others succeed, we encourage you to apply today. Let’s build better tech experiences—together.Equal Opportunity EmployerDYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.
For more information about DYOPATH, please visit our website at www.dyopath.com. The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.
