Remote Service Desk Supervisor

Summary

Join us at Abnormal Security to enhance our IT team as a Service Desk Supervisor, managing technical issue resolution, customer service, and driving efficiency in a remote work setting.

Requirements

• 7+ years of experience in IT support or end-user services, with at least 2 years in a managerial role
• Bachelor’s degree in Computer Engineering, Information Technology, Business Administration, or a related field
• Proven experience in a global and remote-first work environment

Responsibilities

• Trend Analysis & Dashboard Development: Utilize data-driven dashboards to analyze support trends, identify patterns, and report insights that inform service improvements and strategic decisions
• Team Leadership: Lead and motivate a remote technical support team, fostering a culture of excellence and accountability while ensuring effective use of tools like ServiceNow, Google Workspaces, MacOS, Windows, JAMF, Intune, Slack, and Zoom
• Process Optimization: Drive continuous improvement by analyzing current processes and implementing optimized workflows that enhance efficiency and support quality
• KPI Definition & Monitoring: Define, implement, and track key performance indicators (KPIs) to measure the effectiveness, efficiency, and satisfaction of end-user services, continuously identifying areas for enhancement and corrective actions
• Cross-Functional Collaboration: Work closely with IT engineering, Security, and HR to ensure seamless delivery of solutions that support the entire employee lifecycle, from onboarding to offboarding
• Vendor Management: Manage relationships and contracts with vendors related to end-user support tools and services, ensuring alignment with organizational goals
• Forecasting & Resource Management: Oversee computer inventory management, including resource allocation and procurement, while forecasting hardware and software expenditures based on current and future needs

Preferred Qualifications

• ITIL Certification
• 2+ years of experience using ServiceNow for support management
• Familiarity with hardware as a service (HaaS) partnerships
• Experience with Apple Business Manager and Automated Device Enrollment