Service Desk Supervisor

Overview

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Service Desk Leadership & Operational Coordination

• Supervise daily Service Desk operations within the Automated Operations environment.
• Act as the main Point of Contact (POC) for operational coordination, escalations, and customer communications.
• Lead operational communications, notifications, and updates during incidents, outages, planned activities, and service-impacting events.
• Coordinate activities with Service Delivery teams, field operations, partners, alliances, and third-party providers (3PPs).
• Ensure operational adherence to SLAs, KPIs, escalation procedures, and operational governance processes.
• Act as SPOC for VIP customer complaints and critical operational escalations where applicable.

Incident & Event Management

• Supervise customer incident management activities including incident resolution, tracking, escalation, reporting, and closure.
• Ensure effective handling of customer Trouble Tickets (TTs) throughout the incident lifecycle.
• Coordinate major incident management activities and ensure timely escalation to relevant operational and technical teams.
• Drive Incident Management reporting, monitoring, tracking, and operational follow-up activities.
• Support Customer Event Management activities including customer QoS performance assessment and operational escalation handling.

Request Fulfillment & Work Order Management

• Oversee Request Fulfillment activities including request logging, categorization, tracking, escalation, and closure.
• Supervise work order management activities and ensure proper assignment of work orders to field personnel and operational teams.
• Monitor work order execution to ensure timely completion within SLA commitments.
• Coordinate workload balancing and field resource allocation to maximize operational efficiency and productivity.
• Escalate and investigate delayed or unresolved work orders.

Site Access, Security & Spare Parts Coordination

• Oversee site information management, site access coordination, and site key distribution activities.
• Ensure compliance with site security procedures and operational access management policies.
• Coordinate spare parts handling, logistics, and operational support activities.
• Ensure operational systems and databases are updated with accurate site, spare parts, and work order information.

Customer Support & Service Governance

• Support customer contact management, application usage support, and customer service request handling.
• Track customer order activations, upgrades, rearrangements, and deactivations.
• Support change policing, operational governance, and access management activities.
• Drive operational reporting, SLA oversight, KPI monitoring, and customer experience improvements.

Team Leadership & Continuous Improvement

• Provide operational leadership, coaching, and support to Service Desk team members.
• Monitor team performance and ensure adherence to operational procedures and service quality standards.
• Support operational improvement initiatives focused on efficiency, automation, customer experience, and service reliability.

Authority

• Access to all operational systems and information required to carry out assigned responsibilities effectively and in line with company directives.
• Authority to coordinate operational escalations, oversee ticket governance, and manage Service Desk operational activities.
• The skills you bring

Qualification & Industry Experience

• Bachelor’s Degree in Telecommunications, Electronics, Engineering, Information Technology, or equivalent.
• Minimum 3–5 years of experience within telecom operations, Managed Services, Service Desk, NOC/SNOC, or operational support environments.
• Previous supervisory or team coordination experience is considered an advantage.

Technical Competencies

• Strong understanding of telecom operations, Managed Services, and Service Desk processes.
• Good knowledge of Incident Management, Problem Management, Request Fulfillment, and operational escalation processes.
• Experience with ticketing systems, operational support systems, and work order management tools.
• Understanding of telecom network environments, field operations, and service delivery processes.
• Good understanding of SLA management, KPI reporting, customer experience monitoring, and operational governance.
• Ability to coordinate across multiple operational teams in fast-paced environments.

Behavioral Competencies

• Strong leadership, coordination, and stakeholder management skills.
• Excellent communication and customer-facing capabilities.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to work effectively under pressure and manage critical operational situations.
• Proactive, organized, and results-oriented mindset.
• Strong teamwork, coaching, and collaboration capabilities.
• Flexible and adaptable to changing operational demands.
• **Why join Ericsson?**At Ericsson, you´ll have an outstanding opportunity.
• The chance to use your skills and imagination to push the boundaries of what´s possible.
• To build solutions never seen before to some of the world’s toughest problems.
• You´ll be challenged, but you won’t be alone.
• You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
• **What happens once you apply?**Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do.
• We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth.
• We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.
• Ericsson is proud to be an Equal Opportunity Employer. learn more.
• **Primary country and city:** Saudi Arabia (SA) \|\|