Service Desk Supervisor

Key Responsibilities

• Supervises the efforts of Service Desk teams within an assigned region.

• Directs Service Desk team members in their day-to-day activities by serving as an escalation point for issues referred to by Service Desk team members, clients or other teams.

• Mentors and trains Service Desk team members to build new skills.

• Builds collaboration within the team and with outside support teams.

• Monitors Service Desk tickets and calls, identifying trends and issues that require more in-depth analysis.

• Ensures team meets or exceeds agreed up SLAs.

Key Qualifications

BA/BS degree and 3-4 years relevant experience

Prior management experience not required but may have informally led teams

ITIL certification required