Service Desk Supervisor

**Job Summary**: The Contact Center Supervisor - IT Service Desk is responsible for overseeing the daily operations of the IT service desk team. This role involves managing a team of IT support professionals to ensure timely and effective resolution of end-user issues, maintaining high levels of customer satisfaction, and optimizing service desk performance. The supervisor will also implement best practices, including ITIL (Information Technology Infrastructure Library) standards, and foster a collaborative and high-performing team environment.

**Key Responsibilities**:

- **Team Leadership and Management**:

- Supervise and mentor a team of IT service desk agents, providing guidance, support, and performance feedback.
- Strong 1on1 practices for coaching
- Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
- Conduct regular team meetings to review performance, discuss issues, and promote knowledge sharing.
- **Service Desk Operations**:

- Oversee the day-to-day operations of the IT service desk, ensuring adherence to SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
- Manage the ticketing system, ensuring all incidents, service requests, and problems are logged, categorized, and prioritized accurately.
- Escalate complex issues to higher-level support teams or management as needed.
- **Process Improvement**:

- Implement ITIL best practices to streamline service desk processes and enhance service delivery.
- Identify opportunities for process improvements and drive initiatives to increase efficiency and effectiveness.
- Develop and update service desk documentation, including standard operating procedures and knowledge base articles.
- **Customer Service Excellence**:

- Ensure the delivery of high-quality customer service, focusing on quick resolution and customer satisfaction.
- Handle escalated customer complaints and provide solutions in a professional and timely manner.
- Conduct regular surveys and feedback sessions to gauge customer satisfaction and identify areas for improvement.
- **Training and Development**:

- Provide ongoing training and development opportunities for the service desk team to enhance technical skills and customer service capabilities.
- Maintain up-to-date knowledge of IT service desk trends, tools, and technologies to keep the team current.

**Basic Requirements**:

- **Education**:

- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Equivalent work experience may be considered.
- **Experience**:

- Minimum of 3-5 years of experience in an IT service desk or help desk environment, with at least 1-2 years in a supervisory or team lead role.
- **Technical Skills**:

- Proficiency with ticketing systems (e.g., ServiceNow, JIRA, Zendesk).
- Basic understanding of IT service management (ITSM) frameworks and practices.
- **Certifications**:

- ITIL Foundation Certification (required).
- Basic certifications in relevant IT fields, such as CompTIA A+ or Microsoft Certified: Fundamentals.
- **Soft Skills**:

- Excellent communication skills, both verbal and written.
- Strong problem-solving and decision-making abilities.
- High emotional intelligence with the ability to manage conflict and provide constructive feedback.

**Preferred Qualifications (Good to Have)**:

- **Advanced Certifications**:

- ITIL Intermediate or higher certifications (e.g., ITIL Managing Professional).
- Certifications in specific technologies or tools relevant to the service desk operations (e.g., Microsoft 365 Certified: Modern Desktop Administrator, Cisco CCNA).
- **Technical Expertise**:

- Familiarity with network and systems troubleshooting, cloud services, and endpoint management.
- Experience with automation tools for service desk operations, such as chatbots or RPA (Robotic Process Automation).
- **Additional Skills**:

- Knowledge of remote desktop and support tools (e.g., TeamViewer, AnyDesk).
- Experience with reporting and data analysis to monitor service desk performance.
- **Soft Skills**:

- Proven track record of driving customer service excellence.
- Strong leadership skills with the ability to inspire and motivate a team.
- Effective time management and multitasking abilities.

**Managerial Profile**:

- **Leadership and Influence**:

- Demonstrates strong leadership qualities, inspiring confidence and enthusiasm in the team.
- Capable of making strategic decisions that align with company goals and service desk objectives.
- **Team Development**:

- Focuses on developing team members' skills and careers, fostering a culture of continuous learning and improvement.
- Proactively identifies team strengths and areas for growth, providing coaching and support as needed.
- **Operational Efficiency**:

- Skilled in managing service desk workflows, identifying bottlenecks, and implementing process improvements.
- Balances the need for operational efficiency wi