IT Help Desk Supervisor

Role & responsibilities

Helpdesk & Technical Support

• Provide technical support via phone, email, and remote support tools.
• Monitor, create, manage, and follow up on tickets in ManageEngine and CRM platforms.
• Troubleshoot and support Windows, Linux, Microsoft 365, Active Directory, DNS, Azure, and AWS environments.
• Ensure incidents and service requests are resolved within defined SLA timelines.
• Escalate unresolved or complex issues to the appropriate technical teams.
• Monitor ticket queues and ensure proper prioritization and timely closure.

Team Supervision & Coordination

• Supervise and coordinate the day-to-day activities of the helpdesk/support team.
• Allocate and coordinate engineer schedules based on customer requirements and workload.
• Monitor team performance, ticket status, response times, and SLA compliance.
• Coordinate with internal technical teams and management for issue resolution.
• Provide guidance and support to helpdesk engineers on technical and customer-related issues.

Customer & Service Management

• Ensure timely and professional communication with customers.
• Follow up with customers regarding open incidents and service requests.
• Handle customer escalations and ensure appropriate resolution.
• Maintain good customer relationships and ensure a high level of customer satisfaction.

Required Skills & Qualifications

• 5 to 10 years of experience in IT Helpdesk, Service Desk, IT Support, or IT Infrastructure support.
• Previous experience in a supervisory or team lead role is preferred.
• Strong troubleshooting knowledge in IT infrastructure environments.
• Good working knowledge of Windows, Linux, Microsoft 365, Active Directory, DNS, Azure, and AWS.
• Hands-on experience with ticketing tools such as ManageEngine and CRM systems.
• Strong knowledge of incident management, escalation management, and SLA monitoring.
• Excellent verbal and written English communication skills.
• Strong customer service and interpersonal skills.
• Good team coordination and problem-solving abilities.
• Ability to prepare and analyze operational reports.

Preferred candidate profile

• ITIL certification is preferred.
• Bachelor's degree/Diploma in IT, Computer Science, Information Technology, or a related field.
• Experience working with an IT service provider.
• Experience handling multiple customers and support environments will be an added advantage.