Service Desk Supervisor

Service Desk Supervisor — Job Description

Key responsibilities

• Supervise service desk staff: schedule shifts, assign work, mentor, coach, conduct performance reviews, and manage staffing levels to meet SLAs.
• Incident & request management: oversee triage, escalation, and resolution of incidents and service requests; ensure adherence to SLAs and proper ticket documentation.
• Escalation point: act as second-level support for complex or high-priority incidents and coordinate escalations to engineering, vendors, or other teams.
• Process ownership: maintain and improve ITSM processes (incident, problem, change, request fulfillment); enforce ticketing standards and knowledge management.
• Reporting & metrics: track and report KPIs (first contact resolution, mean time to resolution, backlog, SLA compliance, customer satisfaction); use data to drive improvements.
• Training & knowledge: develop onboarding and continuous training programs; maintain and curate knowledge base articles and run regular team knowledge-sharing sessions.
• Customer service & communication: ensure professional, timely communication with end users; manage major incident communications and post-incident reviews.
• Workforce planning & hiring: participate in recruiting, interviewing, and onboarding new service desk staff.
• Tooling & automation: manage and optimize ticketing tools, self-service portal, chatbots, and automation for common requests.
• Stakeholder collaboration: liaise with IT teams, service owners, and business stakeholders to align support priorities and communicate service changes.
• Security & compliance: enforce security policies within support activities and ensure compliance with relevant standards and audits.

Required qualifications

• Experience: 3–5+ years in IT support with 1–2 years in a supervisory or team lead role (adjustable by seniority).
• Technical skills: strong troubleshooting across Windows, macOS, common business applications, Active Directory, Office 365/Microsoft 365, basic networking, and endpoint management tools.
• Tools: experience with ITSM/ticketing platforms (ServiceNow, Jira Service Management, Zendesk, Freshservice, etc.).
• Soft skills: excellent customer service, clear written and verbal communication, coaching and conflict resolution, time management, and organization.
• Education/certifications: bachelor’s degree preferred or equivalent experience; certifications like ITIL Foundation, CompTIA A+/Network+, or Microsoft 365 Certified are a plus.
• Desired attributes
• Data-driven mindset with focus on KPIs and continuous improvement.
• Leadership presence: ability to motivate and develop a team.
• Process-oriented, detail-focused, and proactive problem-solver.
• Comfortable with shift-based schedules and on-call rotations.
• Pay: QAR54.21 - QAR132.15 per hour
• Work Location: On the road