Service Desk Supervisor

Job Summary

Managing day-to-day operations, the full-time Service Desk Supervisor will oversee Service Desk Analysts, provide technical guidance, and ensure efficient handling of incoming requests while maintaining customer satisfaction in an onsite environment.

Key responsibilities

• Coordinate and manage the Service Desk operations during day shifts, ensuring timely resolution of incidents and service requests
• Develop, implement, and maintain Standard Operating Procedures (SOPs) for service desk operations while tracking and reporting on performance metrics
• Act as a point of escalation for technical issues, providing guidance and support to team members to enhance service delivery

Required qualifications

• Bachelor's degree or equivalent experience in computer science, engineering, or related fields
• 3 to 5+ years of experience in information technology, customer experience, or service desk roles
• 1 to 3+ years of management or leadership experience in a fast-paced, service-oriented environment
• Advanced proficiency with service desk management tools and IT service management software
• Strong understanding of ITIL practices and principles, along with knowledge of networking, hardware, and software systems