
Service Desk Manager
1 day ago
This is a critical leadership position in the daily operations of our global Service Desk. The IT Service Desk Supervisor provides frontline oversight for a team of Tier 1 and Senior Agents delivering 24x7 support to users across the firm.
Main Responsibilities- Lead daily operations for your assigned pod of Service Desk Agents and Senior Agents
- Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence
- Provide guidance and support on complex or high-impact tickets escalated within your pod
- Monitor ticket quality, documentation standards, and user communication, providing coaching as needed
- Conduct performance check-ins and promote professional development through mentoring and feedback
- Ensure effective onboarding and ramp-up of new hires within your pod
- Drive adoption of knowledge articles and contribute to continuous improvement of support documentation
- Analyze trends and recurring issues to identify training gaps or process improvement opportunities
- Collaborate with peer Supervisors to ensure consistency in service delivery across pods
- Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths
The ideal candidate will have strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting. Experience managing day-to-day performance and service delivery within a support team is also required.
We are looking for a leader who can coach, develop, and support frontline staff in a high-volume environment. Strong analytical and documentation skills with a focus on measurable outcomes are essential.
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