IT Service Desk Supervisor

5 days ago

Cebu City, Philippines Staff4Me Full time

Overview

Staff4Me is looking for an experienced IT Service Desk Supervisor to lead our dedicated team of support professionals. In this role, you will oversee the daily operations of the IT service desk, ensuring that all support requests are handled efficiently and effectively. You will mentor and train team members, enhance service delivery, and continually optimize support processes.

Key Responsibilities
  • Supervise the IT Service Desk team, ensuring high-quality support for all IT incidents and service requests.
  • Monitor service desk performance metrics, identify trends, and implement strategies for improvement.
  • Lead and conduct regular team meetings to update staff on policies, procedures, and new technologies.
  • Provide escalation support for complex technical issues and assist with problem resolution.
  • Develop and maintain documentation for processes, procedures, and knowledge base articles.
  • Coordinate with other IT teams to ensure timely and efficient service delivery.
  • Train, coach, and mentor service desk staff to foster professional growth and development.
  • Engage with stakeholders to gather feedback and continuously improve service quality.
Qualifications
  • Bachelor\'s degree in Information Technology, Computer Science, or a related field.
  • 3+ years of experience in an IT support role, with at least 1 year in a supervisory or leadership position.
  • Strong knowledge of IT service management (ITSM) principles and practices.
  • Outstanding communication and interpersonal skills for interacting with various stakeholders.
  • Proven ability to lead and develop a team while maintaining high service standards.
  • Solid technical knowledge of computer systems, hardware, software, and networking.
  • Relevant IT certifications (e.g., ITIL, CompTIA) are a plus.
Benefits
  • 35,000 basic salary
  • Competitive salary and benefits package.
  • Opportunity for growth and career development.
  • Training and support to enhance technical and customer service skills.
  • Work in a dynamic and multicultural environment.
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