Service Desk Supervisor

Position: Service Desk SupervisorDuration: 6-Month Contract-to-HirePay Range: $30-40/hr (depending on years of experience)Location: Onsite | Omaha, NESchedule: Monday-Friday, 8:00 AM-5:00 PM; must flex for approximately 3 overnight-shift visits/check-ins per monthMust-Haves:Service desk / IT support experienceDirect service desk supervisory and people-leadership experienceStrong ServiceNow experienceExperience coaching, developing, and holding service desk agents accountableIncident management experienceService desk quality review experience, including calls, ticket documentation, SLAs, and overall ticket qualityOwnership of reporting and KPIsAbility to build individual agent reporting and performance statisticsHands-on technical approach and willingness to dive into operational detailsExperience creating structure within a new, growing, or developing support teamStrong initiative, ownership, and accountabilityWillingness to periodically support/check in with the overnight shiftPlusses:Problem management experienceMajor incident management experienceStrong Excel skills for reporting and metricsAutomated call monitoring / call-quality tool experienceMicrosoft Copilot knowledge or experienceExperience rebuilding or improving dashboards and reportingDay-to-Day:Supervise approximately 3-5 service desk agents across day and overnight operationsCoach agents and identify individual performance and development opportunitiesOwn incident management processes and assist with major incident/problem managementReview calls and customer interactions for quality and consistencyEvaluate customer sentiment, ticket documentation, and service qualityMonitor SLA adherence and overall ticket qualityBuild agent-level KPIs, reporting, and performance statisticsRecreate and improve service desk dashboardsIdentify recurring trends and escalate meaningful issues to leadershipEstablish processes, structure, and accountability within a relatively new teamRemain hands-on with daily operations and understand challenges agents are experiencingJob Description:Insight Global is seeking a Service Desk Supervisor for a top enterprise client in Omaha, NE. This individual will lead a developing service desk team while remaining closely involved in the day-to-day technical operation. The ideal candidate combines strong ServiceNow and incident management expertise with proven people leadership, coaching, quality management, and KPI/reporting experience. This person will help create structure and accountability, improve dashboards and service quality, identify operational trends, and ensure agents receive the coaching and support needed to succeed. This is an excellent opportunity for a proactive, hands-on leader who naturally seeks to understand problems, takes ownership, and takes care of their team.