Service Desk Supervisor

Job Description

As a Service Desk Supervisor at Tech Innovations Inc., you will play a pivotal role in overseeing our service desk operations. You will manage a team of service desk analysts, ensuring effective resolution of customer requests and maintaining service level agreements. Your leadership will drive high levels of customer satisfaction through effective communication and technical support. We are looking for someone who can inspire a culture of continuous improvement and exceptional service.

Responsibilities

• Direct the day-to-day operations of the service desk.
• Ensure thorough documentation of all support processes and knowledge base.
• Evaluate team performance against established KPIs and SLAs.
• Initiate and lead service improvement initiatives.
• Engage with customers to understand their needs and expectations.
• Oversee the onboarding process for new hires in the service desk team.
• Implement feedback mechanisms to enhance service quality.

Requirements

Education

• Bachelor’s degree in Computer Science or related field
• Master’s degree is an advantage

Experience

• 5+ years of experience in IT support or service desk roles

Technical Skills

• ServiceNow
• Active Directory

Soft Skills

• Team Management
• Customer Focus

Certifications

• Microsoft Certified: Azure Fundamentals

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Familiarity with remote support tools: Experience with tools like TeamViewer or AnyDesk for remote troubleshooting.
• Knowledge of database management: Understanding of SQL and database environments.

Benefits

• Comprehensive health insurance
• Performance-based bonuses
• Access to professional development programs
• Hybrid working model flexibility

Company Culture

• Continuous Improvement: We encourage innovation and continuous improvement in all aspects of our work.
• Work-Life Balance: We prioritize the well-being of our employees and support a healthy work-life balance.
• Employee Recognition: We believe in recognizing and celebrating the contributions of our employees.