IT Service Desk Supervisor

The Service Desk Supervisor will oversee the daily operations of the IT Service Desk team, ensuring efficient handling of incidents and service requests while delivering exceptional customer support. This role is designed for a high-potential leader who will be mentored and developed for future promotion to Service Desk Manager. The ideal candidate demonstrates strong leadership qualities, technical expertise, and a passion for continuous improvement.

- Team Leadership & Development

- Supervise and support service desk analysts, ensuring adherence to processes and performance standards.

- Provide coaching, feedback, and training to team members.

- Act as a role model for leadership and customer service excellence.

- Operational Oversight

- Monitor ticket queues, prioritize workloads, and ensure timely resolution of incidents and requests.

- Assist in managing escalations and communicate effectively with stakeholders.

- Maintain accurate documentation and knowledge base articles.

- Process Improvement

- Identify opportunities to streamline workflows and improve service delivery.

- Participate in ITIL-based process implementation and optimization.

- Support initiatives for automation and self-service capabilities.

- Metrics & Reporting

- Track and report on SLAs, KPIs, and team performance.

- Provide insights and recommendations to the Senior Service Desk Manager.

- Leadership Development

- Engage in mentorship and leadership training programs.

- Participate in strategic planning discussions and shadow managerial responsibilities.

- Prepare for future transition into a Service Desk Manager role.

This position is part of a structured career development plan. The Service Desk Supervisor will receive mentorship from senior leadership, exposure to managerial responsibilities, and targeted training to prepare for promotion to Service Desk Manager within 18–24 months, based on performance and organizational needs.

Qualifications

- Education: Associate or Bachelor’s degree in IT or related field (or equivalent experience).

- Experience:

- 3+ years in IT support roles, with at least 1 year in a supervisory or lead position.

- Certifications: ITIL Foundation (preferred).

- Strong communication and interpersonal skills.

- Ability to lead and motivate a team.

- Familiarity with ITSM tools and service desk operations.

- Problem-solving and analytical mindset.

- Strategic thinking and decision-making.

- Customer-centric approach.

- Ability to manage multiple priorities in a fast-paced environment.

- Continuous improvement mindset.