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 p...