ICEYE US · 2 days ago
IT Service Desk Supervisor
Irvine, CA
Full-time
Onsite
Senior Level, Lead/Staff
$120K/yr - $140K/yr
10+ years expICEYE US is a company that designs, builds, and operates the largest fleet of Synthetic Aperture Radar satellites in the world. The IT Service Desk Supervisor is responsible for leading the IT Service Desk team to provide exceptional technical support and customer service, overseeing daily operations, and driving process improvements.
Defense & Space
Responsibilities
Supervise, mentor, and support IT Service Desk staff, ensuring effective team performance and professional development
Oversee daily Service Desk operations, including ticket management, prioritization, and escalation of incidents and requests
Monitor and report on Service Desk metrics, SLAs, and user satisfaction, implementing improvements as needed
Manage and maintain IT knowledgebase and documentation for end users and internal staff
Administer Microsoft M365, Cisco Meraki, Atlassian, DUO, and OKTA platforms
Oversee asset management, IT operations management, and mobile device management (MDM) processes
Lead incident management and ensure timely communication and resolution of IT issues
Drive process improvement initiatives to optimize Service Desk workflows and user experience
Coordinate and participate in IT projects, providing Service Desk expertise and support
Ensure compliance with ITSM best practices and company policies
Provide training and onboarding for new Service Desk staff
Collaborate with other IT teams and business units to resolve complex technical issues
Qualification
Required
10 years of experience in IT Service Desk or IT operations roles
Experience with ITSM, incident management, and asset management
Proficiency in Microsoft M365 Administration, Cisco Meraki, Atlassian, DUO, OKTA, and MDM solutions
Experience keeping accurate documentation
Experience with dashboard creation, metrics, and reporting
Leadership and customer service experience
Project management experience
Preferred
ITIL Certification
Experience with process improvement initiatives
Prior supervisory or team lead experience in an IT environment
Company
ICEYE US
At ICEYE US, we equip U.S.
51-200 employees
H1B Sponsorship
ICEYE US 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
2022 (1)
Funding
Current Stage
Growth StageCompany data provided by crunchbase