Help Desk Supervisor

KEY RESPONSIBILITIES

• AI Strategy & Automation Leadership
• Drive High-Volume Incident Deflection
• Govern AI-Powered Knowledge Management
• Elevate Quality Assurance through AI Analytics
• Lead Cross-Functional AI & Provisioning Workflows
• Continuous Automation Improvement

Team Leadership & Performance Management

• Directly manage Helpdesk staff
• Maintain and monitor team performance metrics
• Ensure response and resolution within defined SLAs
• Monitor team schedules, availability, and workload distribution
• Foster a positive, collaborative, and customer-focused team culture
• Identify areas for development and provide mentorship, coaching, and training opportunities

Technical & Operational Oversight

• Act as a hands-on technical leader
• Assist with escalated incidents and complex troubleshooting
• Serve as the primary Helpdesk office representative and technical point of contact
• Ensure adherence to IT policies, security standards, and compliance protocols
• Collaborate with the network and infrastructure teams to maintain stable, efficient systems

Stakeholder & Business Engagement

• Manage relationships and expectations with internal business units and key stakeholders
• Communicate effectively with management on issues, service trends, and areas for improvement
• Provide executive-level support for senior leadership

Office & Technology Management

• Oversee the operational quality of all technology-related services within the office
• Partner with facilities and networking teams to ensure optimal technology performance
• Track satisfaction scores and implement improvements to enhance the user experience

Procurement & Administration

• Maintain and manage IT asset inventory
• Coordinate license renewals, equipment orders, and vendor relationships
• Conduct periodic audits for compliance, budget monitoring, and security assurance