Service Desk Supervisor

Supervise, train, and mentor service desk staff.
• Monitor and manage service requests and incident queues.
• Ensure that service requests are prioritized and resolved in a timely manner.
• Escalate and manage high-priority or complex issues.
Incident Trend Analysis
• Ensure that service requests and incidents are logged, prioritized, assigned, and resolved in a timely and efficient manner, meeting or exceeding service level agreements (SLAs).
• Identify recurring technical issues and work with other teams to implement permanent solutions to reduce incident frequency.
Technical Support
• Provide technical guidance and support to team members when necessary.
• Assist with resolving complex technical issues and customer escalations.
Quality Assurance
• Establish and maintain service level agreements (SLAs) for response and resolution times.
• Implement and monitor quality control processes to ensure high-quality customer service.
• Review and analyze customer feedback and implement improvements based on feedback and data.
Reporting and Documentation
• Generate reports on service desk performance, including key metrics and trends.
• Maintain accurate records of incidents, service requests, and resolutions.
Process Improvement
• Identify areas for process improvement and efficiency gains.
• Implement best practices and tools to enhance service desk operations.
• Stay up to date with industry trends and technology to make recommendations for improvements.
Team Leadership
Supervise, train, and mentor service desk staff.
Set performance goals, provide feedback, and conduct regular performance evaluations.
Foster a positive and collaborative team environment.