
IT Support Team Supervisor Opportunity
17 hours ago
Service Desk Team Lead
Job Description:The IT Service Desk is a critical component of our organization's global support structure. As a Team Lead, you will oversee the daily operations of a pod of agents delivering 24x7 support to users worldwide.
You will guide team performance, manage escalation processes, and ensure service delivery meets high standards driving faster resolution, better user experiences, and continuous improvement.
Key Responsibilities:
- Lead daily operations for your assigned pod of Service Desk Agents
- Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence
- Provide guidance and support on complex 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
- Lead by example in customer interactions during peak demand or critical incidents
- 5+ years of experience in IT support, with at least 1–2 years in a team lead, senior agent, or supervisory role
- Experience managing day-to-day performance and service delivery within a support team
- Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting
- Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent
- Proven ability to coach, develop, and support frontline staff in a high-volume environment
- Effective communicator who can lead with clarity, empathy, and accountability
- Strong analytical and documentation skills with a focus on measurable outcomes
- Opportunity to work in a global 24x7 support environment
- Chance to lead and develop a team of Service Desk Agents
- Collaborative and dynamic work culture
- Must be available to support rotational shifts as part of a global 24x7 model
- Responsible for leading and developing your assigned pod, while aligning with broader team strategy
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