Service Desk Supervisor

In this role, you will oversee service desk operations, guide a technical support team, and ensure high-quality service delivery aligned with customer expectations and operational standards.

• Supervise, coach, and support a team of service desk technicians and support staff
• Foster a positive, collaborative, and performance-driven team environment
• Provide training, feedback, and ongoing development opportunities to enhance team capability
• Ensure adequate staffing, scheduling, and workload distribution to meet service demands
• Oversee daily service desk operations and ensure timely resolution of customer issues
• Monitor service performance metrics such as response time, resolution rates, and customer satisfaction
• Handle escalated customer issues and ensure effective resolution aligned with service standards
• Collaborate with internal teams to ensure smooth coordination of service activities and workflows
• Maintain accurate service records, reports, and documentation of customer interactions
• Identify process inefficiencies and lead initiatives to improve service quality and operational performance
• Ensure compliance with safety standards, company policies, and industry regulations
• Provide technical guidance and support to the team for complex troubleshooting cases

Requirements:

This position requires strong leadership capabilities, technical service desk experience, and the ability to manage teams in a fast-paced, customer-focused environment.

• Proven experience in service desk, IT support, or related technical service operations
• Strong leadership and people management skills with experience supervising teams
• Excellent communication, interpersonal, and conflict resolution skills
• Customer-focused mindset with a strong commitment to service excellence
• Strong analytical and problem-solving abilities
• Experience using service management tools and ticketing systems
• Solid understanding of service operations, workflows, and performance metrics
• Ability to manage shifting priorities in a fast-paced environment
• Strong organizational skills and attention to detail
• Basic technical knowledge of relevant systems, tools, or service platforms preferred
• Familiarity with compliance, safety, and operational standards
• Strong business awareness and ability to support process improvements

Benefits:

• Competitive annual salary range of $70,000 – $85,000
• Leadership role with direct impact on service operations and customer satisfaction
• Opportunity to manage and develop a growing technical support team
• Exposure to modern customer engagement and AI-enhanced service environments
• Professional growth in a global, fast-scaling organization
• Collaborative and supportive team culture
• Opportunity to contribute to process improvement and operational excellence initiatives
• Inclusive workplace with a strong focus on diversity and equal opportunity
• Structured environment that supports work-life balance and professional development.