Join a high-performing Global Service Desk team that serves as the first point of contact for IT support across a diverse customer base worldwide. Our team is dedicated to delivering exceptional end-user experiences through effective incident resolution, proactive communication, and continuous service improvement. Working in a fast-paced 24x7 environment, youwill collaborate closely with Infrastructure, Network, Cloud, Application, and End User Computing teams to ensure seamless IT operations while fostering a culture of accountability, teamwork, and customer excellence.

As a Service Desk Supervisor, you will lead day-to-day Service Desk operations across multiple support channels, including phone, chat, email, and self-service portals, supporting global customers. You will monitor ticket queues, ensure compliance with SLAs and OLAs, manage major incident communications, and drive timely issue resolution. You will coach and develop Service Desk Analysts, conduct ticket quality reviews, oversee shift scheduling and resource allocation, and ensure adherence to knowledge management and operational procedures. Additionally, youwill analyze KPI dashboards, prepare customer and leadership reports, and drive continuous service improvement initiatives focused on enhancing service quality, operational efficiency, and customer satisfaction.

• 10+years of experience in IT Service Desk, Technical Support, or End User Support environments.
• 3to 5 years of experience leading or supervising Service Desk teams.
• Provenexperience managing global or distributed 24x7 support operations.
• Strongleadership skills with expertise in coaching, mentoring, stakeholder management, and conflict resolution.
• Hands-onexperience with ServiceNow or similar ITSM platforms, including reporting and dashboard creation.
• Knowledgeof ITIL frameworks and Incident, Request, Problem, and Change Management processes.
• Technicalexpertise in Microsoft 365, Active Directory/Azure AD, Windows operating systems, remote support tools, and basic networking concepts.
• Strong understanding of Service Desk performance metrics, including SLA Compliance,First Call Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), Ticket Reopen Rate, Backlog Aging, Agent Utilization, Quality Audit Scores, and Knowledge Management effectiveness.
• Experiencedriving Continuous Service Improvement (CSI) initiatives and operational excellence.
• Excellentverbal and written communication skills with a strong customer-focused mindset.