IT Service Desk Supervisor

Role Overview

Lead the frontline technical support team to ensure efficient resolution of IT incidents and service requests, combining technical expertise with leadership and coordination skills.

What You Will Do

Monitor and report on SLAs, KPIs, and ticket resolution times, manage ticket escalations, and drive improvements to service desk processes and procedures.

Why It Might Be a Fit

Strong technical knowledge of desktop, network, and software issues, with previous experience in a supervisory or leadership role and ITIL framework understanding.

Requirements

• Minimum 3 – 5 years in IT support or service desk environment
• Previous experience in a supervisory or leadership role
• Strong technical knowledge of desktop, network, and software issues
• Familiarity with ITSM tools (e.g. Halo, ServiceNow, Zendesk, Jira)
• Understanding of ITIL framework (certification preferred)
• Strong communication, problem-solving, and organizational skills
• Ability to manage high-pressure situations and multiple priorities