Supervisor Service Desk
Core
Oversee day-to-day operations of the IT Service Desk, ensuring prompt ticket handling, excellent customer service, and alignment with ITIL best practices.
Role type
Service Desk Supervisor (Team Lead)
Builds
IT service desk operations and support workflows
Domain
IT Service Management (ITSM)
Required skills
ITIL/ITSM principles, service desk operations, ticket handling, PC/Windows troubleshooting, team supervision, performance metrics analysis, training program development
Preferred skills
Experience with new tools for streamlining operations, knowledge of emerging technologies in service desk
Technologies
Microsoft Windows, dashboard systems, ITSM tools
Responsibilities
Oversee daily service desk operations and ticket resolution; Monitor and analyze service desk metrics and KPIs to optimize performance; Supervise, coach, and develop a team of service desk personnel; Implement training programs and ITIL best practices; Collaborate with IT teams and stakeholders to ensure smooth issue resolution
Seniority
Mid-level, hands-on IC with people management