Supervisor, Global Service Desk

About the role

The Global Service Desk Supervisor leads daily Level 1 support operations, handling internal user requests via phone and email. This position ensures high‑quality technical assistance for desktops, applications, and related technology while maintaining service‑level agreements and customer satisfaction.

Key responsibilities

• Oversee and support the Service Desk team in resolving IT incidents and requests, providing guidance on escalations.
• Supervise diagnosis and resolution of Windows OS and supported software issues.
• Ensure accurate ticket documentation, timely updates, and proper closure according to process standards.
• Monitor incident management activities, including ticket assignment, queue prioritisation, and SLA compliance.
• Maintain consistent, professional customer service across all interaction channels.
• Provide operational support for recurring or complex system and application problems (OS, MS Office, other tools).
• Coordinate shift coverage and workload distribution to guarantee service continuity across global rotations.
• Promote company values, coach team members, and drive continuous service‑improvement initiatives.

Required profile

• Proven experience supervising a Level 1 Service Desk or similar IT support team.
• Strong understanding of incident management processes and SLA adherence.
• Ability to manage shift schedules and ensure coverage across multiple time zones.
• Excellent communication skills and a customer‑focused mindset.

Required skills

• Windows operating system
• Microsoft Office suite
• Ticketing/incident‑management tools (e.g., ServiceNow, JIRA)