Service Desk Supervisor

A company is looking for a Service Desk Supervisor to manage and support the Service Desk operations team. Key Responsibilities Manage and resolve escalated issues in collaboration with the Service Desk Operation Manager and clients Define, analyze, and report on performance metrics related to Service Level Agreement (SLA) achievement Provide leadership, training, and mentoring to staff while assisting with scheduling and career growth Required Qualifications, Training, and Education Bachelor's degree in Information Technology, Business, or a related field 3 years of experience in Service Desk or NOC operations personnel supervision Experience with statistical analysis and performance reporting in a Service Desk or NOC environment Knowledge of Incident Management systems, with ServiceNow experience being a plus Certifications : ITIL Foundation and Six Sigma