Description :

Title - IT Service Desk Supervisor

Exp = 3 - 8 years

Location - Delhi

Job Summary: The IT Service Desk Supervisor oversees the daily operations of the IT service desk, ensuring the efficient delivery of technical support services to end-users. They provide supervision, guidance, and support to service desk staff, resolve escalated issues, and contribute to the improvement of IT processes and procedures.

Responsibilities:

Supervision and Leadership:

• Supervise and coordinate the activities of the service desk team, including scheduling, task assignment, and performance management.
• Provide leadership, mentoring, and coaching to service desk technicians to ensure high performance and professional development.
• Foster a collaborative and positive work environment within the service desk team.

Technical Support:

• Provide technical assistance and troubleshooting support to end-users for hardware, software, and network-related issues.
• Handle escalated incidents and complex technical problems, ensuring prompt resolution.
• Coordinate with other IT teams to resolve issues that require specialized expertise.
• Maintain knowledge base articles and documentation for common issues and solutions.

Process Improvement:

• Identify opportunities for process improvement within the IT service desk and implement enhancements to increase efficiency and effectiveness.
• Analyze service desk metrics and performance indicators to identify trends and areas for improvement.
• Participate in the development and implementation of IT policies, procedures, and standards.

Customer Service:

• Ensure a high level of customer satisfaction by providing courteous, timely, and effective support.
• Communicate with end-users to understand their needs and ensure expectations are met.
• Proactively communicate service disruptions, planned maintenance, and other relevant information to end-users.

Reporting and Documentation:

• Prepare and present regular reports on service desk performance, including key metrics, trends, and improvement initiatives.
• Maintain accurate records of support tickets, resolutions, and customer interactions.
• Ensure compliance with service level agreements (SLAs) and other contractual obligations.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
• Proven experience in a technical support role, with at least [X years] of experience in a supervisory or leadership capacity.
• Strong knowledge of ITIL principles and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to prioritize tasks, delegate effectively, and work under pressure in a fast-paced environment.
• IT certifications such as ITIL, CompTIA A+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.