Service Desk Supervisor | Supervisor:in Service Desk (a) 100% [Ref:2710]

Job Summary

This pivotal role as Service Desk Supervisor involves the operational steering of a central IT support team, ensuring high-quality service delivery aligned with strict Service Level Agreements (SLAs). You will be responsible for the prioritization and processing of incidents and service requests, acting as the representative during Major Incidents, coordinating communication, and managing escalations effectively. A core function is monitoring ticket progress and key performance indicators (KPIs), proactively intervening to prevent SLA violations, and handling customer complaints to ensure sustainable resolution. Furthermore, you will drive continuous improvement by analyzing feedback, optimizing ITSM processes for efficiency and usability, and actively contributing to the development of the ITSM tool. Collaboration with IT coordinators and the development department is essential. This position offers excellent opportunities for professional development, including certifications, and the chance to actively shape critical IT infrastructure and team competencies.