It Help Desk Supervisor

IT Help Desk Supervisor
The IT Service Delivery Supervisor is responsible for overseeing the day-to-day operations of the IT service desk and ensuring the efficient delivery of IT support services to internal stakeholders. This role involves managing a team of IT support professionals, establishing, and maintaining service level agreements (SLAs), and collaborating with other IT teams to enhance overall service delivery. The IT Service Delivery Supervisor plays a crucial role in maintaining a high level of customer satisfaction by addressing technical issues promptly and effectively.
Principal Accountabilities/Main functions

• Team Management:Lead and manage a team of IT support professionals, providing guidance, mentoring, and performance feedback.Foster a collaborative and customer-focused culture within the IT service delivery team.

• Service Desk Operations:Oversee the day-to-day operations of the IT service desk, ensuring timely resolution of incidents and service requests. Monitor ticket queues, prioritize tasks, and allocate resources efficiently to meet SLAs.

• Service Level Management:Establish and maintain service level agreements (SLAs) for IT support services. Monitor and report on SLA performance, making recommendations for improvements as needed.

• Customer Relationship Management:Build and maintain strong relationships with internal stakeholders to understand their IT service needs and expectations. Act as a point of contact for escalated issues and ensure timely and satisfactory resolution.

• Continuous Improvement:Identify opportunities for process improvements and efficiency gains within the IT service delivery function. Implement best practices to enhance the overall quality of IT support services.

• Training and Development:Coordinate training programs for IT support staff to ensure they have the necessary skills and knowledge to address technical issues effectively. Stay informed about industry trends and emerging technologies to keep the team up to date.

• Performance Metrics and Reporting:Develop and maintain key performance indicators (KPIs) to measure the effectiveness of IT service delivery. Generate regular reports on team performance, incident trends, and service request metrics.

• Collaboration with Other IT Teams:Work closely with other IT teams, such as infrastructure, applications, and security, to ensure seamless service delivery and effective problem resolution. Liaison for collaboration between global IT organization and local IT needs

Hiring Requirement:

• Proven experience of 3 years or more in IT service delivery or a similar role

• Experience with Microsoft server level support and maintenance preferred.

• Strong leadership and team management skills.

• Excellent communication and interpersonal abilities.

• CompTIA A+ Certification and MCSE, or equivalent preferred

• Familiarity with ITSM (IT Service Management) tools and systems.

• Problem-solving and decision-making skills

• Travel 15%