IT Service Desk Supervisor

Life-Science Innovations has a new, full time opportunity for an IT Service Desk Supervisor to join their team.

The IT Service Desk Supervisor manages the day-to-day operations of the Life-Science Innovations Service Desk, leading a team of 2 technicians and an IT Procurement Specialist. This dual-role not only provides team leadership but also offers technical support to end-users, aiming to optimize IT operations, improve user experience, and achieve key performance indicators (KPIs).

Our Purpose is to Share Smarter, Serve Better - By providing tailored professional shared services, partnering with our customers to become an extension of their team. 

Life-Science Innovations is the administrative partner that serves a group of companies involved in agri-business, bioscience, and technology, located on the beautiful MinnWest Technology Campus in Willmar, MN.

Responsibilities include but are not limited to:

Supervision and Leadership:

• Provide leadership and guidance to the IT Service Desk Technicians and Procurement Specialist. 

• Set clear performance expectations, provide coaching and mentoring, and conduct regular performance evaluations.   

• Schedule, assign and monitor the workload of team members to ensure timely response and resolution of support requests. 

• Conduct regular team meetings to communicate updates, changes in procedures, and performance expectations. 

• Establish standard operating procedures and processes that align with IT best practices for incident, problem, asset and change management.   

• Lead efforts to establish, monitor and report on customer Service Level Agreements and delivery teams’ operating level agreements.   

• Lead efforts to identify and implement new opportunities to increase efficiency of services provided by the IT Service Desk and Procurement team.    

• Report and analyze service desk metrics and KPI’s to drive continuous improvement efforts. 

Hands On Technical Support: 

• Provide technical support to end-users, resolving hardware, software and network issues in addition to fulfilling customer service requests within defined service levels.   

• Assist team with troubleshooting, diagnosing technical problems, escalating issues when necessary to ensure issues and requests are resolved in a timely and efficient manner. 

• Assist with onboarding, training and ongoing development of team. 

Service Desk Operations: 

• Oversee the handling of incoming incidents and service requests, ensuring proper categorization, prioritization, assignment and escalations. 

• Monitor and ensure adherence to service level agreements (SLAs) for incident response and service request fulfillment. 

• Communicate effectively with end-users, both verbally and in writing, providing technical guidance and instructions in a user-friendly manner.   

• Facilitate major incident resolution meetings; ensure timely and clear communications are distributed to affected end-users and key IT and business stakeholders. 

• Maintain a high level of customer satisfaction by delivery quality support services. 

• Address user concerns and complaints with a customer-centric approach. 

Documentation, Knowledge Management and Operational Reporting: 

• Ensure accurate records of incidents, requests and resolutions are submitted and stored in the Service Desk ticketing system. 

• Generate reports on team performance, incident trends and key metrics to track progress and identify areas for improvement in IT Operations.   

• Contribute to the development and maintenance of knowledge base articles and documentation. 

• Ensure that staff have access to up-to-date technical documentation and resources, and lead efforts to ensure training and tools are provided for the Service Desk, allowing them to increase first call resolution rates. 

Vendor and Asset Management: 

• Manage relationships with external vendors and service providers.  Ensure vendor and service provider SLA’s are understood, and adherence is measured.  Lead efforts to submit credit requests when external vendor and service providers’ SLA’s are breached.   

• Assist in hardware and software asset management, including procurement and inventory control. 

Security and Compliance:  

• Enforce IT security policies and procedures. 

• Ensure compliance with relevant regulations and standards (e.g. GDPR, HIPAA). 

The ideal candidate will have the following educational and experience background:

• Associate degree (or military equivalent) and six or more years of relevant experience.   

• ITIL certification preferred; willingness to obtain foundations certification within one year of employment. 

• At least 5 years of providing direct end-user technical support and customer service 

• Possesses a high level of knowledge of industry standard service management tools 

• Three or more years of experience leading a service desk, including experiences developing and deployment incident, service request, and asset management processes.   

• Minimum 3 years’ experience managing tickets in a technical ticketing system 

• Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management.   

• Knowledge of ITIL processes, including incident management, problem management, service request management, service level management and change management.   

• Proficiency in Windows Operating Systems and Microsoft Active Directory user provisioning and access setups. 

• Understanding of computer hardware components, peripherals and troubleshooting. 

• Familiarity with a wide range of software applications, including MS Office suites (Outlook, MS Teams), productivity tools, IT Service Management tools (E.g. ServiceNow, Easy Vista). 

• Basic networking knowledge, including TCP/IP, DNS, DHCP and troubleshooting network connectivity issues. 

• Understanding of IT security principles and practices, including antivirus, firewalls and encryption. 

• Ability to diagnose and resolve hardware, software and network issues utilizing a methodical isolation approach for resolution (which may include escalation.) 

• Proficiency in problem-solving and critical thinking to handle complex technical challenges. 

• Ability to identify workarounds that allow end-users to return to work with assignment and escalation of root cause problems to appropriate IT resources to reduce repeat incidents by addressing root causes.   

• Strong leadership abilities to supervise a team of service desk and procurement specialist resources effectively. 

• Excellent communication and interpersonal skills to provide guidance, support and constructive feedback to team members in addition to frequent, simplified and clear communications to end-users and business stakeholders. 

• Time management and organizational skills to prioritize tasks and delegate responsibilities efficiently. 

• Strong self-motivation, interpersonal, analytical and negotiation skills required. 

• Excellent verbal and written communication skills required. 

• Sound judgement and decision making. 

Company Organizational Purpose & Core Values: 

• Employee Well-Being: We are committed to maximizing every employee’s talent in their role within the organization, and care about the well-being of each employee from a whole-life perspective.
• Communication | Collaboration: Success is built on relationships.  We will bring expertise, professionalism and a genuine love for our craft to the table – and expect the same in return.
• Stewardship: Our investment of time, talent, and treasure will do great things in the long run. We make decisions based on our responsibility to our employees, our customers, our stakeholders and our community.
• Trustworthiness:  There are no substitutes for honesty and kindness and doing what’s right.
• Excellence:  We are persistent in achieving objectives efficiently and effectively; finding new ways to grow our company and each other

Benefits at LSI: 
We are proud to offer a generous benefit package in addition to competitive compensation. Our benefits include medical, dental, and vision insurance options, a Health Savings Account with company match, 401K plan with company match up to 4% of your compensation, PTO accrual, two personal days per year, holiday pay, company paid short and long term disability, and company paid life insurance.

Apply Online or to Further Inquire Contact:

Laura Orsten | Senior Talent Acquisition Specialist

(320) 222-9524