Service Desk Supervisor

Job description

DESCRIPTION: The Service Desk Supervisor is a strategic, hands-on leader responsible for scaling and modernizing IT support operations across a designated region (and in collaboration with global teams). This role goes beyond day-to-day supervision and focuses on building a high-performing, future-ready service desk organization. The Supervisor drives operational excellence through leadership, mentorship, process optimization, and the strategic use of AI, automation, and self-service capabilities to improve service quality, increase efficiency, and expand support capacity—without increasing headcount. This individual serves as an escalation leader, performance driver, and change agent who continuously enhances the service desk’s capabilities, maturity, and business impact. Essential Duties & Responsibilities: - Lead, coach, and mentor Tier 1 and Tier 2 Service Desk professionals to build technical depth, customer service excellence, and career progression. - Establish clear performance expectations, development plans, and accountability standards. - Foster a culture of ownership, continuous learning, innovation, and proactive problem-solving. - Develop cross-training strategies to...