Overnight Supervisor Support Desk

Please note this position is based in our Phoenix, AZ Support Office. The Support Desk Supervisor provides day-to-day work direction, scheduling, and coaching to a team of Support Desk Technicians, ensuring steady workflow, productivity, and adherence to established processes. The Supervisor monitors ticket queues, ensures timely escalation of issues to higher-tier technical resources, and may provide front-line phone or ticket coverage to maintain service levels during periods of high volume or staffing gaps. The Supervisor follows established Incident Management procedures and escalates qualifying incidents to the Major Incident Management team in accordance with documented criteria.

1. Ensure Support Desk Technicians follow documented troubleshooting procedures for first-level hardware, software, and network support, and route escalations to the appropriate Tier-2/Tier-3 resources.

2. T...