Helpdesk Supervisor

A company is looking for a Supervisor, Helpdesk-Service Desk.

Key Responsibilities

Manage incident and problem management processes using the ITIL framework to minimize incident impacts

Conduct detailed analyses to identify trends and root causes using the internal ticketing system

Oversee call reviews and develop improvement plans while managing vendor interactions

Required Qualifications

Experience in Incident Management and Problem Management under the ITIL framework

Proficiency with CRM applications

Experience managing and mentoring tactical and technical resources

Strong background in trend analysis and reporting metrics

Prior experience in generating Standard Operating Procedures and Process Flows