Service Desk Senior Supervisor

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)