Team Lead/Supervisor Service Desk
On-site
Core
Supervises Service Desk teams, directs daily activities, acts as an escalation point, and ensures SLA compliance.
Role type
Service Desk Team Lead / Supervisor
Builds
Service Desk operations and client support
Domain
IT Service Management
Deliverable
dashboards & analysis
Required skills
Team supervision, SLA management, IT call center operations, ticket monitoring, client equipment coordination, mentoring
Preferred skills
ITIL Foundations V4 certification, prior management experience
Technologies
ITIL V4
Responsibilities
Supervise Service Desk team efforts, direct day-to-day activities, mentor and train team members, monitor tickets and calls for trends, ensure SLA compliance, coordinate client equipment handoff
Seniority
Mid-level, hands-on lead