IT Helpdesk MSP Account Supervisor

We are seeking an experienced IT Helpdesk / MSP Account Supervisor to lead daily support operations manage team performance and ensure high-quality service delivery in a fast-paced client-focused environment.

The ideal candidate has a strong background in BPO operations team supervision workforce coordination SLA management and customer service excellence.

This position requires a hands-on leader capable of managing support teams handling escalations optimizing productivity and maintaining operational efficiency while ensuring customer satisfaction.

1. Team Leadership & Performance Management

• Supervise daily operations of IT Helpdesk / MSP support teams.
  

• Guide coach and support Team Leads and support agents to achieve performance targets.
  

• Conduct performance evaluations call assessments and ticket quality audits.
  

• Identify training needs and coordinate coaching sessions.
  

• Ensure adherence to company policies operational procedures and service standards.
  

2. SLA KPI & Productivity Management

• Monitor and ensure compliance with Service Level Agreements (SLAs).
  

• Track operational KPIs ticket resolution times call volumes and team productivity.
  

• Identify performance gaps and implement corrective action plans.
  

• Review operational reports and communicate performance results to management.
  

• Drive continuous improvement in service quality and operational efficiency.
  

3. Ticket Management & Escalations

• Oversee high-priority support tickets and customer escalations.
  

• Ensure timely assignment follow-up and resolution of incidents.
  

• Monitor ticket backlogs and reduce pending cases.
  

• Handle escalated customer interactions professionally.
  

• Support root-cause analysis and incident resolution processes.
  

4. Workforce & Queue Management

• Collaborate with Workforce Management (WFM) to optimize staffing and scheduling.
  

• Monitor real-time call queues and support demand.
  

• Adjust operational coverage during high-volume periods or staffing shortages.
  

• Coordinate schedules to maintain service availability and SLA compliance.
  

5. Quality Assurance & Customer Experience

• Ensure consistent customer service quality across support interactions.
  

• Conduct call monitoring and ticket audits.
  

• Promote first-contact resolution targeting 90% where operationally applicable.
  

• Manage challenging customer interactions and resolve conflicts effectively.
  

• Ensure customers receive timely updates on escalated issues.
  

6. Operational Coordination & Reporting

• Collaborate with Account Managers Team Leads and operational stakeholders.
  

• Review weekly performance reports and identify improvement opportunities.
  

• Maintain compliance with standard operating procedures (SOPs).
  

• Support account management activities and operational continuity.
  

• Serve as a backup for management responsibilities when required.
  

Professional Experience

• 35 years of experience in BPO operations preferably in account management IT support operations customer service or supervisory roles.
  

• At least 12 years of experience in a supervisory or people-management position.
  

• Proven experience managing operational teams and monitoring performance.
  

• Hands-on experience managing SLAs KPIs customer escalations and performance reviews.
  

• Experience coordinating daily operations team schedules and productivity targets.
  

• Demonstrated ability to handle client-facing issues and operational challenges.
  

Education

• Bachelors degree in Management Business Administration or a related field.
  

Core Skills

• Strong leadership coaching and team-management abilities.
  

• Excellent verbal and written business communication.
  

• Strong customer service orientation and interpersonal skills.
  

• Conflict resolution and problem-solving capabilities.
  

• Ability to manage multiple priorities in a high-volume environment.
  

• Analytical thinking and performance improvement skills.
  

• Strong organizational skills and attention to detail.
  

• Ability to make operational decisions under pressure.