Service Desk Supervisor
Employment Type: Full Time, Mon to Fri, [protected-phone-number]
Key Responsibilities:
Lead and mentor a team of 15 service desk agents, fostering a positive and high-performance culture.
Ensure timely resolution of IT service requests and incidents, maintaining high customer satisfaction levels.
Develop and implement service desk procedures to improve efficiency and effectiveness.
Monitor performance metrics and provide reports on service desk activities to senior management.
Act as the primary escalation point for customer concerns.
Coordinate with other IT teams to ensure smooth operations and alignment with business objectives.
Provide regular training and skill development programs for service desk agents.
Ensure compliance with company policies, IT standards, and security protocols.
Drive continuous improvement initiatives to enhance service quality and operational efficiency.
Qualifications & Requirements:
Experience: Minimum 6 years of relevant experience, including team leadership and service desk operations
Leadership Skills: Proven ability to manage, motivate, and develop a high-performing team.
Communication: Strong verbal and written communication skills for effective team coordination and customer interactions, fluent Cantonese is a must, good English is preferred.
Technical Knowledge: Familiarity with IT support systems, service management tools, and troubleshooting methodologies.
Problem-Solving: Excellent analytical and decision-making abilities to resolve technical and operational challenges.
Customer Focus: Commitment to delivering outstanding service and enhancing user satisfaction.
Certifications: ITIL or other relevant IT service management certifications preferred.