Service Desk Supervisor / Shift Lead / Team Lead

We are looking for a motivated and experienced Helpdesk Supervisor, Shift Lead & Team Lead to oversee daily Service Desk operations, support team performance, and ensure excellent service delivery. The ideal candidate is a strong communicator with hands-on technical experience and the potential to lead and develop a high-performing team.

Key Responsibilities:

• Lead and manage daily service desk operations, ensuring SLA compliance and efficient ticket handling.

• Supervise, coach, and support service desk team members to achieve performance targets.

• Monitor real-time queues, manage shift activities, and prepare reports for smooth operations.

• Serve as point-of-contact for escalations, incident management, and cross-team coordination.

• Implement process improvements to enhance service delivery and operational efficiency.

• Manage staffing, scheduling, training, and development of service desk personnel.

Qualifications:

• At least 1 year of experience leading a Helpdesk/Service Desk team, OR 3 years of Service Desk experience with strong leadership potential.

• Strong knowledge of Service Desk operations, ticketing systems, incident management, and SLA management.

• Excellent communication, problem-solving, and customer service skills.

• Ability to manage escalations, prioritize workload, and make sound decisions under pressure.

• Willingness to work on shifting schedules, weekends, or holidays as required by the operation.