Service Desk Supervisor
12 hours ago
The Service Desk Supervisor manages the daily operations of the Service Desk team, ensuring timely and efficient delivery of IT support services. This role oversees ticket handling, SLA compliance, and escalations while mentoring team members and driving process improvements. The position requires strong leadership, technical knowledge, and a commitment to excellent customer service.
Key Responsibilities:
- Supervise daily Service Desk operations and ensure SLA targets are met.
- Manage escalations and coordinate with technical teams for issue resolution.
- Coach and develop Service Desk Specialists to enhance performance.
- Analyze reports to identify trends and improve service delivery.
- Maintain documentation and promote a customer-focused culture.
- Bachelor's degree in IT, Computer Science, or related field.
- 3+ years IT experience, with at least 2 years in a Service Desk environment.
- Knowledge of SLA management, incident escalation, and ticketing tools.
- Strong leadership, analytical, and communication skills.
- ITIL or CompTIA certification is an advantage.
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