Service Desk Supervisor

FSP Solutions; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

FSP Solutions is seeking a Service Desk Supervisor to oversee daily IT operations and lead a team of IT professionals. The role requires strong leadership, technical expertise, and effective communication to drive service delivery and align IT with business objectives.

The candidate will supervise incident/problem/change management, maintain documentation, and ensure secure, reliable systems while coordinating with management on project progress.

Qualifications

• 3+ years in IT roles, with at least 1 year in a leadership or supervisory position.
• ITIL Foundation or higher and industry certifications preferred.
• Experience with cloud platforms (Azure or AWS) and virtualization.

Responsibilities

• Lead and mentor a team of IT professionals, including support engineers and technicians.
• Supervise daily IT support operations, ensuring adherence to SLAs and quality standards.
• Plan, execute, and monitor IT projects, aligning with business goals.
• Develop documentation, workflows, SOPs, and knowledge bases.
• Communicate updates to management and stakeholders; manage escalations.

Skills

IT infrastructure

Windows

MacOS

Linux

Cybersecurity basics

Azure/AWS cloud

VMware virtualization

IT management tools

Ticketing systems

Remote support tools

Leadership and mentoring

Communications skills

Project management basics

Agile/Scrum familiarity

Education

Bachelor's degree in Information Technology or Computer Science

Tools

Ticketing systems

Remote support tools

VMware

Job description

Role & responsibilities

Service Desk Supervisor

The Service Desk Supervisor oversees daily IT operations, manages a team of IT professionals, and ensures the delivery of high-quality technical support and services. This role requires strong leadership, technical expertise, and effective communication skills to drive team performance and align IT services with organizational objectives.

Key Responsibilities:

• Team Management:
• Lead and mentor a team of IT professionals, including support engineers and technicians.
• Assign tasks, monitor progress, and ensure timely resolution of issues.
• Conduct performance evaluations, identify training needs, and foster skill development.
• Operational Oversight:
• Supervise daily IT support operations, ensuring adherence to SLAs and quality standards.
• Prioritize and manage incident, problem, and change management processes.
• Develop and maintain documentation, including workflows, SOPs, and knowledge bases.
• Technical Expertise:
• Provide guidance on complex technical issues and escalations.
• Oversee system installations, upgrades, and troubleshooting activities.
• Ensure systems and networks operate efficiently, securely, and reliably.
• Stakeholder Communication:
• Serve as the primary point of contact between the IT team and management.
• Communicate updates on ongoing projects, critical incidents, and system changes.
• Gather feedback from end-users and implement improvements to enhance service delivery.
• Project Management:
• Plan, execute, and monitor IT projects, ensuring completion within deadlines and budgets.
• Collaborate with other departments to align IT initiatives with business goals.
• Identify opportunities for process optimization and automation.
• Compliance and Security:
• Ensure IT systems and processes comply with company policies and industry regulations.
• Implement and monitor security protocols to safeguard data and systems.

Required Skill Sets:

• Technical Skills:
• Strong knowledge of IT infrastructure, including hardware, software, and networking.
• Expertise in Windows, MacOS, and Linux environments.
• Proficiency in IT management tools (e.g., ticketing systems, remote support tools).
• Understanding of cybersecurity principles and data protection regulations.
• Experience with cloud platforms (e.g., Azure, AWS) and virtualization tools (e.g., VMware).
• Leadership Skills:
• Proven ability to manage and motivate teams effectively.
• Strong decision-making and problem-solving abilities.
• Conflict resolution and negotiation skills.
• Communication Skills:
• Excellent verbal and written communication skills.
• Ability to convey technical information to non-technical stakeholders.
• Strong interpersonal skills to build relationships across teams and departments.
• Project Management:
• Familiarity with project management methodologies (e.g., Agile, Scrum, Waterfall).
• Experience in budgeting, planning, and resource allocation.
• Certifications (Preferred):
• ITIL Foundation or higher.
• CompTIA Project+ or MCSA, MCSE.
• Microsoft Certified: Azure Administrator/Manager or similar.
• Experience:
• 3+ years in IT roles, with at least 1 years in a leadership or supervisory position.
• Key Attributes:
• Strong organizational skills and attention to detail.
• Ability to work under pressure and manage multiple priorities.
• Adaptability to evolving technologies and environments.

Preferred candidate profile