Senior Supervisor (Helpdesk Operations)

● Supervises daily Help Desk operations to ensure consistent service delivery and
operational efficiency.
● Ensure timely resolution of incidents and service requests to guarantee
adherence to defined SLAs.
● Monitor ticketing system performance and workload distribution to optimize
resources and team productivity.
● Escalates critical incidents to relevant stakeholders to ensure rapid resolution
and proper follow-up documentation
● Leads and mentors Help Desk team members through coaching and
performance evaluations to foster professional growth and high-performance
standards
● Develop and improve IT support processes and documentation to maintain high
performance standards.
● Coordinate with Infrastructure, Network, and Application teams for issue
resolution.
● Prepare regular performance and KPI reports for management, highlighting
service trends and areas for improvement.
● Ensure compliance with IT policies and security standards to safeguard
organizational data and maintain system integrity.
● Contributes to IT service improvement projects to enhance the end-user
experience and modernize support tools.