Job ID: NS744386612
Location: Omaha, NE
Category: Information Technology
Employment Type: Permanent
Date Added: 06/17/2025
Service Desk Supervisor | $82,500 – $117,500 per year | Direct Hire 100% Onsite
What Matters Most
- Competitive Salary of $82,500 – $117,500 per year
- Location: Omaha, Nebraska
- Direct Hire opportunity with career growth and stability
- 100% Onsite schedule
Job Description
Seeking an experienced Service Desk Supervisor to join a respected and established organization based in Omaha, Nebraska. The role offers the opportunity to work on impactful projects in a supportive and dynamic work environment. In this role, you will lead and support the Service Desk team of 9 employees, to ensure they have the tools and guidance needed to provide excellent technical assistance to radiologists, staff, and clients. You will evaluate team performance, identify areas for improvement, and implement strategies to boost efficiency, reduce errors, and enhance overall satisfaction among stakeholders. Alongside management duties, you will serve as a highly skilled technician, handling complex Level 3 support issues and developing customized workstation standards and solutions that meet the unique requirements of different departments. The position also involves conducting thorough post-incident analyses to determine if broader organizational actions are necessary. Additionally, you will provide after-hours support for evening and night shifts, manage the on-call schedule, and oversee the planning and supply of workstation equipment to ensure operational readiness now and in the future.
Responsibilities:
- Provide leadership, coaching, and development opportunities to Service Desk Engineers to help them grow and succeed in their roles.
- Regularly evaluate team members’ performance and offer constructive feedback to support continuous improvement.
- Serve as the main escalation contact for complex Service Desk issues and provide after-hours technical support when necessary.
- Manage incident ticket distribution to ensure balanced workloads and timely resolution in line with service targets.
- Analyze recurring incidents, design effective solutions, and implement strategies to prevent future problems.
- Enhance the team’s knowledge base by documenting lessons learned and sharing best practices.
- Identify and implement automation and process enhancements to boost endpoint service efficiency.
- Oversee inventory and asset management, forecasting equipment needs based on organizational demands and trends.
- Coordinate provisioning, maintenance, and troubleshooting of telecom services, including Microsoft Teams Voice, to maintain reliable communication.
- Keep abreast of the latest endpoint management technologies and methodologies to continually improve service quality.
- Maintain a strong customer service focus, ensuring professional and effective interactions with radiologists, clients, and staff.
- Promote a collaborative team culture that emphasizes a customer-first approach and positive working environment.
Qualifications and Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or related field — or equivalent professional experience in software development and systems engineering.
- 7 to 10+ years of IT experience with 3 to 5+ years in supervisory or leadership roles managing direct reports.
- Extensive experience managing endpoint devices, including deploying, configuring, and maintaining desktops, laptops, mobile devices, and associated peripherals.
- Proven leadership skills with a strong history of supervising IT support teams, mentoring staff, managing performance, and resolving escalated issues.
- Demonstrated success leading or contributing to IT initiatives, especially projects involving endpoint deployments and software updates.
- Strong ability to optimize workflows, enhance team efficiency, and implement IT support best practices.
- Solid understanding of IT service management principles, including incident, problem, and change management within ITIL or similar frameworks.
- Experience overseeing vendor partnerships, conducting product evaluations, managing contracts, and ensuring service-level agreements are met.
- Relevant certifications are highly desirable, such as CompTIA A+, Microsoft Modern Desktop Administrator, ITIL Foundation, or Apple Certified Support Professional.
- Proficiency in scripting with PowerShell to automate tasks and streamline operations.
- In-depth knowledge of Windows 11 and macOS operating systems.
- Familiarity with supporting desktops, IP telephony, servers, networking infrastructure, storage solutions, and cloud technologies.
Benefits and Perks:
- Competitive salary: $82,500 – $117,500 per year
- Health, Vision, and Dental Insurance
- 401(k) plan
- PTO
- Outstanding benefits package
Your New Organization:
Our client is a leader in their industry, headquartered in Omaha, Nebraska, and offers a collaborative work environment that values innovation and growth. They are committed to providing their employees with opportunities to excel professionally while maintaining a supportive workplace culture.
Your Career Partner:
The Reserves Network, a veteran-founded and family-owned company, specializes in connecting exceptional talent with rewarding opportunities. With extensive industry experience, we are dedicated to helping you achieve your professional goals and shine in your field. The Reserves Network values diversity and encourages applicants from all backgrounds to apply. As an equal-opportunity employer, we foster an environment of respect, integrity, and trust in every aspect of employment.
The base salary range for this position is $82,500 – $117,500 per year, excluding benefits, bonuses, or other compensation. Your final salary will depend on your skills, qualifications, experience, location, and internal pay equity. Please note, hiring at the top of the range is uncommon to allow room for future salary growth.
Last update: 10.1.2023
