Helpdesk Supervisor

About the role

The Helpdesk Supervisor leads a team of support professionals to ensure service level agreements (SLAs) are met and customers receive timely assistance. The role involves coaching, performance monitoring, and continuous improvement of helpdesk processes.

Key responsibilities

• Lead support team leaders and ensure SLA compliance.
• Coach teams to meet service level objectives and provide key metrics to management.
• Oversee call/incident management and escalation processes.
• Analyze operational effectiveness through interviews and metrics, offering input for improvements.
• Maintain relationships with key customers and adapt global processes to local needs.
• Monitor audits, ensure documentation in the knowledge base, and drive team motivation.

Required profile

• Excellent communication, relationship‑building, and organizational skills.
• Strong commitment to corporate processes and goals, with a sense of urgency.
• Problem‑solving and analytical abilities.

Required skills

• Proficiency in Microsoft Word.
• Proficiency in Microsoft Excel.
• Proficiency in Microsoft Outlook.
• Proficiency in Microsoft PowerPoint.