IT Service Desk Supervisor
- Team Leadership & Development
- Supervise and support service desk analysts, ensuring adherence to processes and performance standards.
- Provide coaching, feedback, and training to team members.
- Act as a role model for leadership and customer service excellence.
- Operational Oversight
- Monitor ticket queues, prioritize workloads, and ensure timely resolution of incidents and requests.
- Assist in managing escalations and communicate effectively with stakeholders.
- Maintain accurate documentation and knowledge base articles.
- Process Improvement
- Identify opportunities to streamline workflows and improve service delivery.
- Participate in ITIL-based process implementation and optimization.
- Support initiatives for automation and self-service capabilities.
- Metrics & Reporting
- Track and report on SLAs, KPIs, and team performance.
- Provide insights and recommendations to the Senior Service Desk Manager.
- Leadership Development
- Engage in mentorship and leadership training programs.
- Participate in strategic planning discussions and shadow managerial responsibilities.
- Prepare for future transition into a Service Desk Manager role.
- Education: Associate or Bachelor’s degree in IT or related field (or equivalent experience).
- Experience:
- 3+ years in IT support roles, with at least 1 year in a supervisory or lead position.
- Certifications: ITIL Foundation (preferred).
- Strong communication and interpersonal skills.
- Ability to lead and motivate a team.
- Familiarity with ITSM tools and service desk operations.
- Problem-solving and analytical mindset.
- Strategic thinking and decision-making.
- Customer-centric approach.
- Ability to manage multiple priorities in a fast-paced environment.
- Continuous improvement mindset.
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