Service Desk Supervisor

Job DescriptionJob DescriptionService Desk Supervisor | $34/hr. - $44/hr. | Onsite 6-Month Contract-to-HireWhat Matters Most

• Competitive Pay: $34 - $44 per hour
• Schedule: Full-time, 6-month Contract-to-Hire
• Location: Omaha, NE
• Opportunity to grow professionally in a supportive and valued work culture
• Weekly Pay with direct deposit

Job DescriptionWe are seeking a Service Desk Supervisor to lead day-to-day operations of our client’s Service Desk team. In this role, you’ll supervise front-line technical support staff, ensure timely resolution of user issues, and help improve processes to better support our clients. If you're ready to step into a leadership role and support your team’s growth while delivering excellent service, we encourage you to apply! Responsibilities:

• Supervise and support Service Desk staff, including scheduling, workload distribution, and issue escalation
• Monitor ticket queues and performance metrics to ensure SLAs are met and service quality remains high
• Provide hands-on assistance with incident resolution and escalation as needed
• Conduct regular team check-ins, coaching, and performance feedback to support staff development
• Help coordinate and communicate changes, outages, and updates to end users
• Contribute to service documentation, training, and process improvement efforts
• Participate in on-call rotation and support after-hours response as required
• Participate in the Change Approval Board (CAB) to provide Service Desk insight, ensure change readiness, and support effective communication and implementation of approved changes.
• Oversee incident management processes to ensure timely response, resolution, and communication for IT issues impacting end users

Qualifications and Requirements:

• Associate’s degree in IT-related field (or equivalent experience)
• 3 years of hands-on Service Desk experience with a track record of growing responsibilities and contributions
• 1 year of experience in a team lead role or experience in training/mentoring new hires
• Experience using Active Directory for desktop maintenance, including user management, Group Policy enforcement, and system configuration across multiple workstations
• Proven experience providing IT support in an enterprise-scale environment, including managing high volumes of users, systems, and service requests
• Strong working knowledge of service management principles (e.g., ITIL or ITSM frameworks)
• Experience with incident and request management tools and systems
• Excellent communication, customer service, and problem-solving skills
• Ability to prioritize tasks and manage team performance in a fast-paced environment
• Relevant certifications (CompTIA, ITIL, HDI, etc.) are a plus

Benefits and Perks:

• $34 - $44 per hour
• Medical Benefits
• Training & Growth

Your New Organization:Join a highly respected organization headquartered in Omaha, NE, that values professional growth and teamwork. This company fosters a supportive culture, offering opportunities to contribute to impactful projects in an essential industry.
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 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 Pay Rate range for this position is $34 – $44 per hour, excluding benefits. Your final Pay Rate 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.