Help Desk Supervisor
Core
Leads support team leaders and ensures teams meet SLA standards for call/incident management operations.
Role type
Supervisor, Help Desk / IT Support
Builds
Call/Incident Management operations and request escalation processes
Domain
IT Support / Customer Service
Deliverable
dashboards & analysis
Required skills
SLA management, team coaching, metrics analysis, process adaptation, knowledge base management, audit monitoring, performance improvement, training coordination
Preferred skills
Customer relationship management, special project leadership, cross-organizational collaboration
Technologies
MS Office (Word, Excel, Outlook, PowerPoint)
Responsibilities
Lead support team leaders and ensure SLA compliance; Coach team to meet service objectives; Support manager with metrics and action plans; Guarantee call/incident management operations; Analyze operational effectiveness via interviews and metrics; Maintain relationships with key customers; Adapt global processes to local requirements; Monitor audits and team direction; Manage knowledge base documentation and updates; Motivate and improve team performance; Communicate key metrics to customers and account support teams; Participate in management meetings and special projects to improve processes and tools; Ensure team completes mandatory training courses.
