**Job Summary**: The Contact Center Supervisor - IT Service Desk is responsible for overseeing the daily operations of the IT service desk team. This role involves managing a team of IT support professionals to ensure timely and effective resolution of end-user issues, maintaining high levels of customer satisfaction, and optimizing service desk performance. The supervisor will also implement best practices, including ITIL (Information Technology Infrastructure Library) standards, and foster a collaborative and high-performing team environment. **Key Responsibilities**: - **Team Leadership and Management**: - Supervise and mentor a team of IT service desk agents, providing guidance, support, and performance feedback. - Strong 1on1 practices for coaching - Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores. - Conduct regular team meetings to review performance, discuss issues, and promote knowledge sharing. - **Service Desk Operations**: - Oversee the day-to-day operations of the IT service desk, ensuring adherence to SLAs (Service Level Agreements) and KPIs (Key Performance Indicators). - Manage the ticketing system, ensuring all incidents, service requests, and problems are logged, categorized, and prioritized accurately. - Escalate complex issues to higher-level support teams or management as needed. - **Process Improvement**: - Implement ITIL best practices to streamline service desk processes and enhance service delivery. - Identify opportunities for process improvements and drive initiatives to increase efficiency and effectiveness. - Develop and update service desk documentation, including standard operating procedures and knowledge base articles. - **Customer Service Excellence**: - Ensure the delivery of high-quality customer service, focusing on quick resolution and customer satisfaction. - Handle escalated customer complaints and provide solutions in a professional and timely manner. - Conduct regular surveys and feedback sessions to gauge customer satisfaction and identify areas for improvement. - **Training and Development**: - Provide ongoing training and development opportunities for the service desk team to enhance technical skills and customer service capabilities. - Maintain up-to-date knowledge of IT service desk trends, tools, and technologies to keep the team current. **Basic Requirements**: - **Education**: - Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Equivalent work experience may be considered. - **Experience**: - Minimum of 3-5 years of experience in an IT service desk or help desk environment, with at least 1-2 years in a supervisory or team lead role. - **Technical Skills**: - Proficiency with ticketing systems (e.g., ServiceNow, JIRA, Zendesk). - Basic understanding of IT service management (ITSM) frameworks and practices. - **Certifications**: - ITIL Foundation Certification (required). - Basic certifications in relevant IT fields, such as CompTIA A+ or Microsoft Certified: Fundamentals. - **Soft Skills**: - Excellent communication skills, both verbal and written. - Strong problem-solving and decision-making abilities. - High emotional intelligence with the ability to manage conflict and provide constructive feedback. **Preferred Qualifications (Good to Have)**: - **Advanced Certifications**: - ITIL Intermediate or higher certifications (e.g., ITIL Managing Professional). - Certifications in specific technologies or tools relevant to the service desk operations (e.g., Microsoft 365 Certified: Modern Desktop Administrator, Cisco CCNA). - **Technical Expertise**: - Familiarity with network and systems troubleshooting, cloud services, and endpoint management. - Experience with automation tools for service desk operations, such as chatbots or RPA (Robotic Process Automation). - **Additional Skills**: - Knowledge of remote desktop and support tools (e.g., TeamViewer, AnyDesk). - Experience with reporting and data analysis to monitor service desk performance. - **Soft Skills**: - Proven track record of driving customer service excellence. - Strong leadership skills with the ability to inspire and motivate a team. - Effective time management and multitasking abilities. **Managerial Profile**: - **Leadership and Influence**: - Demonstrates strong leadership qualities, inspiring confidence and enthusiasm in the team. - Capable of making strategic decisions that align with company goals and service desk objectives. - **Team Development**: - Focuses on developing team members' skills and careers, fostering a culture of continuous learning and improvement. - Proactively identifies team strengths and areas for growth, providing coaching and support as needed. - **Operational Efficiency**: - Skilled in managing service desk workflows, identifying bottlenecks, and implementing process improvements. - Balances the need for operational efficiency wi