Job Title:
Help Desk Supervisor
Job Summary:
We are seeking an experienced Help Desk Supervisor to lead the support team, ensure the delivery of high-quality technical support services, improve team performance, and maintain compliance with Service Level Agreements (SLAs).
Key Responsibilities:
- Supervise the daily operations of the Help Desk team and assign tasks accordingly.
- Ensure timely and effective response to support requests and resolution of technical issues.
- Monitor Key Performance Indicators (KPIs) and ensure compliance with SLAs.
- Handle complex issues and technical escalations.
- Prepare periodic reports on team performance and service levels.
- Improve workflows and document policies and procedures.
- Coordinate with other IT teams (Infrastructure, Security, Applications).
Qualifications & Requirements:
- Bachelor's degree in Information Technology or a related field.
- Minimum 4-5 years of experience in IBM Maximo, including supervisory experience.
- Good knowledge of operating systems (Windows / macOS) and basic networking.
- Hands-on experience with IBM Maximo.
- Strong leadership and organizational skills.
- Excellent verbal and written communication skills.
- Proficiency in English (spoken and written).
