Service Desk Supervisor

Summary

Join Abnormal AI's IT team as a Service Desk Supervisor to manage and enhance our India-based technical support team. You will lead a remote team, driving efficiency in issue resolution and maintaining high customer service standards. This role involves leveraging data-driven dashboards to analyze support trends, optimize processes, and define/monitor KPIs. You will collaborate with other IT teams and manage vendor relationships. Responsibilities include forecasting resource needs, managing computer inventory, and ensuring seamless support throughout the employee lifecycle. The ideal candidate possesses strong communication, leadership, and problem-solving skills.

Requirements

• Strong communicator with excellent documentation and reporting skills
• Collaborative team player capable of motivating and developing a diverse team
• Results-oriented, adaptable, and thrives in a fast-paced environment
• Intellectually curious and committed to continuous improvement, always seeking to enhance service quality through innovative solutions
• 7+ years of experience in IT support or end-user services
• Bachelor’s degree in Computer Engineering, Information Technology, Business Administration, or a related field
• Proven experience in a global and remote-first work environment

Responsibilities

• Trend Analysis & Dashboard Development: Utilize data-driven dashboards to analyze support trends, identify patterns, and report insights that inform service improvements and strategic decisions
• Team Leadership: Lead and motivate a remote technical support team, fostering a culture of excellence and accountability while ensuring effective use of tools like ServiceNow, Google Workspaces, MacOS, Windows, JAMF, Intune, Slack, and Zoom
• Process Optimization: Drive continuous improvement by analyzing current processes and implementing optimized workflows that enhance efficiency and support quality
• KPI Definition & Monitoring: Define, implement, and track key performance indicators (KPIs) to measure the effectiveness, efficiency, and satisfaction of end-user services, continuously identifying areas for enhancement and corrective actions
• Cross-Functional Collaboration: Work closely with IT engineering, Security, and HR to ensure seamless delivery of solutions that support the entire employee lifecycle, from onboarding to offboarding
• Vendor Management: Manage relationships and contracts with vendors related to end-user support tools and services, ensuring alignment with organizational goals
• Forecasting & Resource Management: Oversee computer inventory management, including resource allocation and procurement, while forecasting hardware and software expenditures based on current and future needs

Preferred Qualifications

• ITIL Certification
• Familiarity with hardware as a service (HaaS) partnerships
• Experience with Apple Business Manager and Automated Device Enrollment