Job Snapshot

Hanover, MD, US
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Job Summary

Job Summary:
The Service Desk Supervisor, under the general direction of the Service Desk Manager, ensures Level 1 & 2 support for all Allegis Group supported systems and applications. The responsibilities include leadership, coaching, technical, procedural, and process related assistance to the members of the Service Desk Team. This position also assists in the Service Desk operations and ensuring that the team meets or exceeds all service level agreements.

Essential Functions:
* Schedules Service Desk staff and monitors work load to ensure SLAs and Service Desk team performance metrics are met
* Acts as the escalation point for technical, customer and personnel issues
* Identifies areas of opportunity through customer feedback, interactions with resolver groups and support trends to positively influence support strategy, team performance and service improvement
* Assist in the design, development and delivery of new employee training
* Assist in maintaining Service Desk documentation including process and knowledge management
* Ensures Service Desk staff documents, tracks and monitors technical issues to ensure timely resolution
* Ensures compliance with corporate and departmental policies and guidelines. (attendance, code of conduct, and disciplinary guidelines)
* Participates in Service Desk Leadership on-call rotation and interprets company policies as they relate to incident management
* Adhere to IT Service Management policy and procedures for all in scope process areas
* Promote Allegis Group's vision, values and services to all customers and stakeholders

Supervisory or Management Responsibility:

* Responsible for supervision of team members to assure productivity, quality and timeliness of work in the completion of departmental goals and assigned projects
* Manage staff including recruitment, supervision, scheduling, development, evaluation and disciplinary actions

Decision Making Level:
* Works with minimal supervision, able to make quick decisions and partnering with other IS departments to improve customer satisfaction
* Implements process improvements to improve customer satisfaction

Minimum Education and/or Experience:
* Preferred minimum of 5 years of experience in IT with at least 3 years of experience working in a Service Desk leadership capacity
* ITIL Foundations Certified

Requisite Abilities and/or Skills:
* Ability to work independently and with a team to handle all issues while working under time constraints
* Ability to handle multiple tasks and high-priority issues simultaneously
* Able to exercise independent thought and judgment and adapt to new tasks with little notice
* Detail and results oriented and able to prioritize tasks in a multi-tasks environment
* Ability to interface well with all levels of the technical and business community
* Excellent organizational, communication (written & verbal) and interpersonal skills
* Process oriented

Special Requirements of the job:

* A demonstrable commitment to IT methodologies, processes and standards for transition planning and support
* Strong interpersonal and consultative skills to effectively serve as an organizational advisor of process
* Strong analytical, critical thinking, and problem-solving skills
* Excellent interpersonal and organizational skills
* Excellent written, presentation, and verbal communication skills
* Experience in working with offshore IT vendors;
* Good understanding of the customer strategy, services and business processes
* Ability to work and team effectively with IT Services groups and other management personnel including on a global basis

Core Competencies:

* Customer Service
* Building Relationships
* Business Knowledge / Organizational Acumen
* Initiative and Drive
* Leading Self and Others

About Aerotek:

Our people are everything. As a Best of Staffing® Client and Talent leader, Aerotek® Inc. has distinguished itself as a leader in recruiting and staffing services, by having a deep understanding of the intersection of talent and business. As a strategic partner to more than 17,000 clients and 300,000 contract employees every year, Aerotek's people-focused approach yields competitive advantages for its clients and rewarding careers for its contract employees. Headquartered in Hanover, Md., Aerotek operates a network of over 230 non-franchised offices with more than 6,000 internal employees dedicated to serving our customers. Aerotek is an operating company of Allegis Group, a global talent solutions provider. To learn more, visit

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.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

Contact Information

Fareen Memon