Service Desk Senior Supervisor
موقع الوظيفة:
الراتب شهرياً:
تاريخ النشر:
نُشرت منذ أكثر من 30 يومًا
تاريخ النشر:
عدد الوظائف الشاغرة:
1 عدد الوظائف الشاغرة
عدد الوظائف الشاغرة:
ملخص الوظيفة
What will you do
- Lead and oversee the Service Desk Supervisor(s) Senior Specialists and Specialists.
- Define team structure objectives KPIs and service standards.
- Mentor and develop team leaders and specialists supporting career growth and succession planning.
- Ensure alignment of Service Desk operations with IT strategy enterprise standards and business objectives.
- Own overall SLA compliance operational KPIs and service quality metrics.
- Oversee major incident management and escalations coordinating with L2/L3 teams and IT leadership.
- Identify recurring issues and trends; drive root cause analysis and preventive measures.
- Ensure continuous improvement of incident and request handling processes including ITIL practices.
- Develop maintain and enforce SOPs knowledge management and service desk policies.
- Ensure accurate reporting dashboards and operational documentation for management review.
- Drive process optimization initiatives automation and digital tools adoption.
- Oversee minor delegated L2/L3 tasks within Service Desk scope to improve operational efficiency.
- Act as senior point of contact for business and IT stakeholders regarding Service Desk operations.
- Collaborate with IT teams (network systems security cloud) to ensure seamless end-user support.
- Provide executive-level reporting on operational performance risks and improvement initiatives.
What will you need
- Ability to work in rotating shifts as needed as necessary
- Ticketing and service desk tools
- Incident escalations & Root cause analysis
- Advanced Windows OS Chrome OS and basic macOS support
- Microsoft 365 and email systems Microsoft 365 Modern Desktop Administrator / Azure Fundamentals.
- Active Directory user administration (basic)
- Remote support and deployment tools (SCCN Intune etc)
- Networking fundamentals (LAN/WAN/Wi-Fi connectivity Switches Routers)
- Understanding of voice/softphone applications (VOIP knowledge protocols etc)
- Minimum 7-10 years of experience in related Service Desk Operations & IT Support role
- ITIL Intermediate certificate and higher
- CompTIA A or Network
- Cisco CCNA (optional)
