Service Desk Supervisor

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About this opportunity:

The Service Desk Supervisor is part of Managed Services deliveries in line with the Ericsson Operations Engine. The role acts as the operational lead for the Service Desk function within Automated Operations and serves as the primary coordination point between Service Delivery teams, customers, field operations, partners, and other business functions for incidents, service requests, escalations, change notifications, and operational communications.

The role is responsible for supervising and coordinating proactive and reactive operational activities to ensure that customer services remain continuously available and perform within agreed Service Level Agreements (SLAs). The Service Desk Supervisor acts as the prime interface towards Managed Services customers and customer care organizations, ensuring effective communication, escalation handling, incident coordination, and operational governance during major or critical service-impacting incidents.

The role also oversees field support coordination, work order management, service request handling, operational reporting, and Service Desk team performance while ensuring operational compliance, customer satisfaction, and service continuity.

What You Will Do

Service Desk Leadership & Operational Coordination

• Supervise daily Service Desk operations within the Automated Operations environment.
• Act as the main Point of Contact (POC) for operational coordination, escalations, and customer communications.
• Lead operational communications, notifications, and updates during incidents, outages, planned activities, and service-impacting events.
• Coordinate activities with Service Delivery teams, field operations, partners, alliances, and third-party providers (3PPs).
• Ensure operational adherence to SLAs, KPIs, escalation procedures, and operational governance processes.
• Act as SPOC for VIP customer complaints and critical operational escalations where applicable.
  
  

Incident & Event Management

• Supervise customer incident management activities including incident resolution, tracking, escalation, reporting, and closure.
• Ensure effective handling of customer Trouble Tickets (TTs) throughout the incident lifecycle.
• Coordinate major incident management activities and ensure timely escalation to relevant operational and technical teams.
• Drive Incident Management reporting, monitoring, tracking, and operational follow-up activities.
• Support Customer Event Management activities including customer QoS performance assessment and operational escalation handling.
  
  

Request Fulfillment & Work Order Management

• Oversee Request Fulfillment activities including request logging, categorization, tracking, escalation, and closure.
• Supervise work order management activities and ensure proper assignment of work orders to field personnel and operational teams.
• Monitor work order execution to ensure timely completion within SLA commitments.
• Coordinate workload balancing and field resource allocation to maximize operational efficiency and productivity.
• Escalate and investigate delayed or unresolved work orders.
  
  

Site Access, Security & Spare Parts Coordination

• Oversee site information management, site access coordination, and site key distribution activities.
• Ensure compliance with site security procedures and operational access management policies.
• Coordinate spare parts handling, logistics, and operational support activities.
• Ensure operational systems and databases are updated with accurate site, spare parts, and work order information.
  
  

Customer Support & Service Governance

• Support customer contact management, application usage support, and customer service request handling.
• Track customer order activations, upgrades, rearrangements, and deactivations.
• Support change policing, operational governance, and access management activities.
• Drive operational reporting, SLA oversight, KPI monitoring, and customer experience improvements.
  
  

Team Leadership & Continuous Improvement

• Provide operational leadership, coaching, and support to Service Desk team members.
• Monitor team performance and ensure adherence to operational procedures and service quality standards.
• Support operational improvement initiatives focused on efficiency, automation, customer experience, and service reliability.
  
  

Authority

• Access to all operational systems and information required to carry out assigned responsibilities effectively and in line with company directives.
• Authority to coordinate operational escalations, oversee ticket governance, and manage Service Desk operational activities.
  
  

The Skills You Bring

Qualification & Industry Experience

• Bachelor's Degree in Telecommunications, Electronics, Engineering, Information Technology, or equivalent.
• Minimum 3–5 years of experience within telecom operations, Managed Services, Service Desk, NOC/SNOC, or operational support environments.
• Previous supervisory or team coordination experience is considered an advantage.
  
  

Technical Competencies

• Strong understanding of telecom operations, Managed Services, and Service Desk processes.
• Good knowledge of Incident Management, Problem Management, Request Fulfillment, and operational escalation processes.
• Experience with ticketing systems, operational support systems, and work order management tools.
• Understanding of telecom network environments, field operations, and service delivery processes.
• Good understanding of SLA management, KPI reporting, customer experience monitoring, and operational governance.
• Ability to coordinate across multiple operational teams in fast-paced environments.
  
  

Behavioral Competencies

• Strong leadership, coordination, and stakeholder management skills.
• Excellent communication and customer-facing capabilities.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to work effectively under pressure and manage critical operational situations.
• Proactive, organized, and results-oriented mindset.
• Strong teamwork, coaching, and collaboration capabilities.
• Flexible and adaptable to changing operational demands.
  
  

Why join EricssonAt Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world's toughest problems. You´ll be challenged, but you won't be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

What happens once you applyClick Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.

Primary country and city: Saudi Arabia (SA) ||

Req ID: 784901