Found Description
Job Title
SUPERVISOR, GLOBAL SERVICE DESK
Job Description
The Global Service Desk Supervisor (FTE) oversees daily Level 1 Service Desk operations, ensuring effective handling of simple to moderate internal user requests related to technical support via phone and email, serving as a key escalation and leadership point for the team. The role provides direct supervision, guidance, and operational support to Service Desk Technicians, ensuring consistent service quality, adherence to processes, and compliance with established SLAs. Responsibilities include team performance monitoring, queue management, workload distribution, shift coverage, and support of continuous service improvement initiatives. The Supervisor is accountable for maintaining high levels of customer satisfaction, supporting service delivery demands, and ensuring operational stability across rotational shifts aligned with global coverage requirements.