Babcock & Wilcox · 3 weeks ago
IT Service Desk Supervisor
Akron, OH (100)1200 East Market Street - Suite 650
Full-time
Onsite
Mid, Senior Level
3+ years expBabcock & Wilcox is seeking an IT Service Desk Supervisor to oversee the daily operations of their IT Service Desk team. This role will focus on ensuring efficient incident handling, providing exceptional customer support, and preparing the supervisor for future promotion to Service Desk Manager through mentorship and leadership development.
Electrical DistributionEnergyService Industry
Responsibilities
Supervise and support service desk analysts, ensuring adherence to processes and performance standards
Provide coaching, feedback, and training to team members
Act as a role model for leadership and customer service excellence
Monitor ticket queues, prioritize workloads, and ensure timely resolution of incidents and requests
Assist in managing escalations and communicate effectively with stakeholders
Maintain accurate documentation and knowledge base articles
Identify opportunities to streamline workflows and improve service delivery
Participate in ITIL-based process implementation and optimization
Support initiatives for automation and self-service capabilities
Track and report on SLAs, KPIs, and team performance
Provide insights and recommendations to the Senior Service Desk Manager
Engage in mentorship and leadership training programs
Participate in strategic planning discussions and shadow managerial responsibilities
Prepare for future transition into a Service Desk Manager role
Qualification
Required
Associate or Bachelor's degree in IT or related field (or equivalent experience)
3+ years in IT support roles, with at least 1 year in a supervisory or lead position
Strong communication and interpersonal skills
Ability to lead and motivate a team
Familiarity with ITSM tools and service desk operations
Problem-solving and analytical mindset
Strategic thinking and decision-making
Customer-centric approach
Ability to manage multiple priorities in a fast-paced environment
Continuous improvement mindset
Preferred
ITIL Foundation
Company
Babcock & Wilcox
Babcock & Wilcox, based in Akron, Ohio, USA is a global leader in energy and environmental technologies and services for power, renewable and industrial markets.
1001-5000 employees
H1B Sponsorship
Babcock & Wilcox has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2022 (2)
2020 (3)
Funding
Current Stage
Public CompanyTotal Funding
$227.5MKey Investors
West Virginia Department of Economic DevelopmentAxos Bank
2025-11-05Post Ipo Equity· $67.5M
2024-12-10Grant· $10M
2024-01-18Post Ipo Debt· $150M
Leadership Team
Cameron Frymyer
Executive Vice President and Chief Financial Officer
Gillianne Hetrick
Senior Vice President Corporate Operations
Recent News
2026-01-09
Company data provided by crunchbase