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Description

Hybrid role: • Work Arrangement: First 90 days fully in-office, then hybrid (3 days in-office, 2 remote)

The IT Service Desk Specialist Team Supervisor, in our IT Shared Services (ITSS) team, provides leadership and support to the service desk specialist technicians and assists the Service Desk Manager with tracking tickets, resolving issues, reporting on metrics and the VoIP system, addressing team concerns, ensuring adequate coverage and assisting in project work as assigned. This position will ensure efficient and effective operation of the specialist service desk members and the overall ITSS Service Desk. The IT Service Desk connects end users within the businesses to IT support. As the first point of access for IT queries, this role provides support and incident management for a variety of IT related concerns across multiple businesses and level of users. Support functions include but are not limited to troubleshooting hardware and software related concerns, phone support, access requests and printer issues. This is a customer service oriented role and a strong focus will be placed on appropriately communicating and following-up with impacted users.

Essential Functions:

Direct Supervisor for Service Desk Specialist team.

Monitors Specialist queue to ensure tasks are completed on time.

Participates in 1:1 meetings with Specialist staff, Analyst Supervisor and Service Desk Manager to keep all abreast of progress, issues, etc.

Report on Specialist SLA Breaches and Service Desk metrics.

Works with Service Desk Manager to set goals for Specialist staff.

Train the staff on how to use the tools for their positions and provide on-going training on new support services.

Works with Analyst Supervisor to identify staff suitable for promotion to Specialist role.

Sets task functions for each tier by analyzing skillset and working with Analyst Supervisor.

Identify process and document improvement opportunities for the Service Desk.

Manage team members including dispatching, mentoring, and problem resolution and to make sure staffing levels meet the needs of each BU.

Participates in integrations and system cutovers for newly acquired locations.

Ability to provide onsite technical VIP level support.

Assists with special projects and pop-up tasks.

Administer the RingCentral VoIP system for the call center to make sure it is properly functioning, especially the afterhours call center.

All other duties as assigned.

Additional duties and responsibilities as assigned, including but not limited to continuously growing in alignment with the Company’s core values, competencies, and skills.

Experience Qualifications

Required 3+ years of Service Desk experience

Required minimum of 2 years demonstrated team management and leadership skills

Preferred Previous experience with a ticketing system like ServiceNow

Skills and Abilities

Ability to work in fast-paced environment

Less than 25% travel required

Sitting for extended periods of time

Visual acuity

Ability to lead by example and engage a team

Ability to lift up to 25lbs

Ability to multi-task and quickly respond and report on assigned tasks/issues/outages, and adapt to changes quickly

Demonstrated interpersonal skills including telephone skills, communication skills, and active listening

Able to analyze complex technical problems, determine root cause, and implement corrective action

Ability to match resources to technical issues appropriately

Advanced understanding of operating systems, business applications, printing systems and network systems

Demonstrated use of office and project tools (including Windows 10, Office 365, Word, Excel, PowerPoint, Project, Visio and Outlook)

Licenses and Certifications

ITIL Foundation - HDI (HDI) ITIL Foundations or related certification Upon Hire Required

Skills

MS Exchange, Active Directory, MS O365, Windows 10/11

Additional Skills & Qualifications

• Team Structure: 6 Analysts, 6 Specialists, 1 Supervisor overseeing both groups (total team size: 20)

• Role Type: Hands-on Tier 2/3 support

• Technical Requirements: Strong experience with Exchange, Active Directory, Microsoft 365, Windows 10/11

• Soft Skills: Strong communication and interpersonal skills are important

• Managerial Experience: Preferred but doesn’t need to be IT-specific; prior team lead experience is a plus

Experience Level

Expert Level

Pay and Benefits

The pay range for this position is $80000.00 - $85000.00/yr.

here is a link to our benefits information.

Workplace Type

This is a hybrid position in Indianapolis,IN.

Application Deadline

This position is anticipated to close on Oct 31, 2025.

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.