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)