Sr Service Desk Supervisor

The Senior Service Desk Manager is responsible for leading the IT Service Desk team to deliver exceptional technical support and customer service across the organization. This role ensures adherence to IT Service Management (ITSM) best practices, drives continuous improvement, and fosters a culture of accountability and excellence. Key Responsibilities Leadership & Team Management Lead, mentor, and develop Service Desk staff to achieve performance goals and maintain high morale. Manage resource allocation, scheduling, and workload balancing to ensure timely resolution of incidents and requests. Service Delivery & Process Management Oversee Incident, and Problem Management processes to meet SLAs and improve service quality. Implement and maintain ITIL-based processes for efficiency and compliance. Drive continuous improvement initiatives and change management activities. Technical Oversight Ensure proper use of enterprise tools and platforms for troubleshooting and support. Collaborate with engineering and infrastructure teams to resolve complex technical issues. Reporting & Analytics Monitor and analyze service desk metrics to identify trends and improve performance. Prepare regular reports for leadership on service levels, team productivity, and customer satisfaction. Stakeholder Engagement Act as the primary liaison between IT and business units for service-related matters. Communicate effectively with stakeholders to manage expectations and provide updates on critical incidents. Required Qualifications Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). 5+ years of experience in IT support roles, with at least 10 years in a leadership position. Strong knowledge of ITIL principles and ITSM frameworks. Proven experience managing large teams in a fast-paced environment. Technical Expertise: ITIL, ITSM tools, incident/problem management, enterprise platforms. Analytical Skills: Data-driven decision-making, KPI analysis, process optimization. Communication: Strong verbal and written skills for stakeholder engagement and reporting. Project Management: Ability to lead IT initiatives and manage timelines and budgets. #J-18808-Ljbffr