Job Objective:
The Supervisor of the Service Desk is responsible for leading a team of support technicians who provide technical assistance, troubleshooting, and support to internal or external customers. He ensures that the service desk team delivers high-quality, efficient, and timely support to end-users while maintaining a strong focus on customer satisfaction and service quality in accordance with Milaha IT infrastructure policies, procedures, guidelines and best practices.
Reporting Relationship:
Manager - IT Operations
Key Roles & Responsibilities:
Service Desk Operations
• 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.
Customer Satisfaction
• Ensure that end-users are provided with excellent customer service and their technical issues are addressed to their satisfaction.
Compliance
• Ensure compliance with company policies, security protocols, and industry regulations.
Resource Management
• Manage staffing levels and schedules to ensure adequate coverage.
• Coordinate team workload and assign tasks based on individual skills and expertise.
• Assist with recruitment and onboarding of new service desk staff.
Training and Development
• Identify training needs for support technicians and coordinate training programs to enhance their technical skills and customer service abilities.
Qualification:
• Bachelor's degree in computer science, information technology or a relevant field.
• Previous experience in a service desk or technical support role.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, Problem-solving and analytical skills.
• Proficiency in using service desk software and ITSM tools.
• Knowledge of ITIL (Information Technology Infrastructure Library) principles is a plus.
• IT certifications (e.g., CompTIA A+, ITIL Foundation) may be beneficial.
• 6 years of experience in Managing the daily operations of a service desk
• Good knowledge of Cloud Platforms and IT Service Management Tools
• Business fluent English
• Experience working on cloud platforms such as Azure , OCI, Google
• Strong knowledge of server infrastructure, virtualization, and cloud computing
• Strong knowledge in modern networking and communication technologies
• Strong knowledge of backup and restoration mechanism