IT Service Desk Supervisor

IT Service Desk Supervisor

Located in Lincoln, Nebraska, LES is customer-owned and is one of the nation's leading utility companies. We are recognized for low costs, unmatched reliability, financial stability, cutting-edge innovation, environmental stewardship, and community engagement. We pride ourselves on delivering exceptional customer service while fostering a culture that celebrates passion, talent, and high standards. If you're not just looking for a job but a fulfilling career in a workplace that values excellence, the environment, and the community we call home, LES might just be the perfect fit for you. Join us and power a brighter future! LES is interested in every qualified candidate who is eligible to work in the United States. LES is unable to sponsor employment-based immigrant or non-immigrant visas. This is not a remote position and requires residency within a reasonable commuting distance to LES in Lincoln, Nebraska.

Job Title: IT Service Desk Supervisor

Employment Type: Full-Time

Pay Range: $107,342.00 - $134,178.00

Division: Technology Services

Closing Date: 8/25/2026

Job Summary

Responsible for leading the IT Service Desk staff and delivering responsive, reliable, and professional customer service for LES employees. Provides oversight of service desk operations, end-user technical support, hardware and software troubleshooting, service request and access coordination, and workplace technology support from initial request through final resolution. Specific responsibilities include setting service standards, reinforcing ownership and follow-through, developing staff, monitoring team performance, improving service processes, and supporting consistent, high-quality IT support across the organization. Consistent and reliable attendance is an essential function of this position.

Essential Duties And Responsibilities

Provides leadership and direction for the Service Desk team by establishing team priorities, clarifying expectations, aligning daily work to service goals, and reinforcing a culture of accountability, collaboration, and exceptional customer service.

Builds Service Desk staff capability by creating opportunities for training, mentoring, knowledge sharing, skill development, and readiness for expanded responsibilities.

Manages formal personnel and employment processes, including evaluations, performance improvement plans, conflict resolution, hiring recommendations, disciplinary actions, and other employment decisions.

Owns the Service Desk customer experience by ensuring timely resolution of incidents and requests, clear communication, accurate ticket documentation, realistic expectations, proactive follow-up, and consistent delivery of high-quality support services.

Oversees daily Service Desk operations by managing ticket queues, workload distribution, backlog, aging work, service level execution, and overall operational readiness.

Ensures appropriate support coverage by coordinating after-hours support, on-call rotations, holiday coverage, staffing needs, and resource planning to maintain dependable support availability for the business.

Leads IT Service Management (ITSM) processes by supporting consistent incident, request, and escalation practices; facilitating post-incident reviews; capturing lessons learned; and tracking corrective actions to completion.

Drives continuous service improvement by analyzing customer satisfaction, service trends, team productivity, ticket quality, and operational data to identify root causes and recommend improvements that increase consistency, efficiency, and service quality.

Maintains Service Desk knowledge and process documentation, including standard operating procedures, knowledge base articles, and service catalog information to support repeatable, consistent, and effective service delivery.

Collaborates with technology teams, business units, and vendors to support onboarding, offboarding, access, endpoint readiness, service transitions from project mode to run mode, vendor support, and lifecycle planning.

Supports Service Desk budget planning and expense management by assisting with forecasting, tracking spend, reviewing service-related costs, coordinating procurement needs, and aligning purchases to operational priorities.

Other Skills And Abilities

Knowledge of applicable industry, federal, state, and local laws, regulations, compliance requirements, and licensing considerations related to utility infrastructure, including NERC, requirements.

Knowledge of capital and operational budgeting principles

Knowledge of Microsoft 365, endpoint, identity, access, application, collaboration, device lifecycle, common business application, and workplace technology support concepts.

Knowledge of cybersecurity and compliance concepts related to end-user technology support, including access control, data protection, acceptable use, phishing awareness, logging, and incident reporting.

Expert knowledge of customer service and service delivery principles, including professionalism, ownership, communication, follow-through, and customer-focused support practices.

Expert knowledge of IT service management concepts and practices, including ticketing systems, incident, request, escalation, problem, change, knowledge, asset, service level, queue management, and continuous service improvement.

Expert knowledge of operational reporting, performance measurement, service trends, customer feedback, and metrics used to evaluate service quality and identify improvement opportunities.

Expert knowledge of supervisory and workforce management practices, including coaching, prioritization, performance management, employee development, process improvement, and team communication.

Education And/Or Experience

Bachelor's degree in information technology, Computer Science, or a related field; and At least seven years of progressively responsible experience in a hands-on technical role within a service desk, desktop support, endpoint support, or a closely related IT support function, including experience providing direct people leadership by supervising, developing, coaching, and managing one or more IT support teams; or An equivalent combination of education and experience that provides the knowledge, skills, and abilities necessary to successfully perform the essential duties of the job.

Required Certificates, Licenses, Registrations

ITIL Foundation, HDI Support Center Team Lead/Supervisor, Microsoft 365 or other service management/endpoint support certifications preferred. Valid driver's license.