Supervisor Service Desk

Job description

We Make Life More Rewarding and Dignified Location : ​Winnersh​: Department : ​IT Summary: The Supervisor Service Desk is responsible for leading day-to-day Service Desk operations to ensure the delivery of high-quality, consistent, and customer-focused IT support services across a global or regional environment. This role supervises Service Desk analysts and external support partners, oversees incident and request management in alignment with ITIL best practices, and serves as an escalation point for complex or high-impact issues. The Supervisor Service Desk partners closely with Infrastructure, Applications, Cybersecurity, and business stakeholders to drive service excellence, continuous improvement, and a positive end-user experience. Responsibilities: - Supervise, coach, and develop Service Desk team members, including performance management, training, and workforce planning. - Oversee incident and service request intake, prioritization, assignment, escalation, and resolution through ITSM tools. - Act as an escalation point for complex technical issues, executive support needs, and major incidents. - Coordinate communications during service disruptions and outages. - Monitor se...