Help Desk Supervisor

About the role

The Help Desk Supervisor leads the IT Service Desk team to deliver reliable, secure, and high‑performance support for internal clients. You will drive process optimisation, staffing, and technology adoption to ensure continuous availability of commercial applications and efficient operations.

Key responsibilities

• Plan, supervise, and coach a team of technical support technicians to meet SLA targets.
• Allocate incidents and service requests, monitor performance, and ensure timely resolution.
• Document, review, and improve existing processes, seeking automation where possible.
• Lead major incidents, conduct root‑cause analysis, and follow up on remediation.
• Track and report on KPIs, productivity, and operational efficiency.
• Develop talent through training, succession planning, and diversity initiatives.
• Participate in business projects as required.

Required profile

• 4+ years of relevant IT support experience.
• 1‑3 years of direct supervisory or managerial experience.
• Bachelor’s degree in Information Technology or related field.
• Proven ability to define and track performance metrics.
• Flexible schedule and strong communication skills.

Required skills

• ITIL (including ITIL Foundation)
• MCSE
• SCCM
• CCENT
• Six Sigma
• Lean Process Design
• Agile
• Kanban
• Project Management
• Organizational Change Management