Service Desk Senior Supervisor

About the position

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)

Place of work