Service Desk Supervisor

Job Summary

A company is looking for a Service Desk Supervisor to manage and support the operations of a 24x7x365 Service Desk team.

Key Responsibilities

• Manage and resolve escalated issues in collaboration with the Service Desk Operation Manager and clients
• Analyze and report on performance metrics to demonstrate SLA achievement and service quality
• Provide leadership, training, and mentoring to staff, including new employee onboarding

Required Qualifications

• Bachelor's degree in Information Technology, Business, or a related field
• 3 years of experience in supervising Service Desk or NOC operations personnel
• Experience with statistical analysis and performance reporting in a Service Desk or NOC environment
• Proficiency with Microsoft Office applications and understanding of ITIL procedures
• Certifications in ITIL Foundation and Six Sigma are preferred