Supervisor, Service Delivery
Core
Leading day-to-day operations of the IT Help Desk team to ensure timely and high-quality technical support across the organization.
Role type
Supervisor, IT Help Desk
Builds
IT support services for enterprise users
Domain
IT Operations / Help Desk
Deliverable
dashboards & analysis
Required skills
Incident management, SLA performance monitoring, team development, escalation process management, process optimization, reporting, documentation, hardware/software/network troubleshooting
Preferred skills
ITIL practices, healthcare/regulated industry support, ITIL certification
Technologies
Microsoft 365, ServiceNow, Jira Service Desk, Windows OS
Responsibilities
Supervise and coordinate daily activities of Help Desk staff, Plan and manage shift schedules and task assignments, Provide coaching and training to team members, Develop and maintain support documentation, Monitor ticketing systems for incident tracking, Serve as escalation point for complex issues, Generate reports on metrics and user satisfaction
Seniority
Mid-level Supervisor
