Service Desk Senior Supervisor

What will you do ?

• Lead and oversee the Service Desk Supervisor(s), Senior Specialists, and Specialists.
• Define team structure, objectives, KPIs, and service standards.
• Mentor and develop team leaders and specialists, supporting career growth and succession planning.
• Ensure alignment of Service Desk operations with IT strategy, enterprise standards, and business objectives.
• Own overall SLA compliance, operational KPIs, and service quality metrics.
• Oversee major incident management and escalations, coordinating with L2/L3 teams and IT leadership.
• Identify recurring issues and trends; drive root cause analysis and preventive measures.
• Ensure continuous improvement of incident and request handling processes, including ITIL practices.
• Develop, maintain, and enforce SOPs, knowledge management, and service desk policies.
• Ensure accurate reporting, dashboards, and o...