Service Desk Supervisor

Job Summary

A company is looking for a Service Desk Supervisor to manage and support the Service Desk operations team.

Key Responsibilities

• Manage and resolve escalated issues in collaboration with the Service Desk Operation Manager and clients
• Define, analyze, and report on performance metrics related to Service Level Agreement (SLA) achievement
• Provide leadership, training, and mentoring to staff while assisting with scheduling and career growth

Required Qualifications, Training, and Education

• Bachelor's degree in Information Technology, Business, or a related field
• 3 years of experience in Service Desk or NOC operations personnel supervision
• Experience with statistical analysis and performance reporting in a Service Desk or NOC environment
• Knowledge of Incident Management systems, with ServiceNow experience being a plus
• Certifications: ITIL Foundation and Six Sigma