IT Help Desk Supervisor
Core
Oversee daily Help Desk operations, optimize efficiency, and manage team performance to ensure customer satisfaction and SLA adherence.
Role type
Senior IT Help Desk Supervisor (Team Lead)
Builds
IT support operations and customer service delivery for technology clients
Domain
IT Service Management / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Help Desk operations management, queue management, SLA/KPI monitoring, team coaching, incident assignment, root cause analysis, IT Service Management (ITSM) knowledge, resource allocation
Preferred skills
Experience developing support teams, critical thinking in high-pressure situations, complex cross-functional problem solving
Technologies
ITSM tools, Help Desk ticketing systems
Responsibilities
Lead, coach, and supervise Help Desk team members to improve efficiency and satisfaction; Monitor and improve staff morale and job satisfaction; Train and transfer knowledge to team members; Support and assist Help Desk Agents with key duties; Work with management to measure SLOs and KPIs; Allocate resources effectively to meet support demands; Complete daily administration duties as onsite lead
Seniority
Senior, hands-on IC with team leadership
