The Global Service Desk Supervisor, is responsible for overseeing daily Level 1 Service Desk operations, ensuring the effective handling of simple to moderate internal user requests related to technical support via phone and email, while serving as a key escalation and leadership point for the team.

This role provides direct supervision, guidance, and operational support to Service Desk Technicians delivering technical assistance for desktop computers, applications, and related technology. The Supervisor ensures consistent service quality, adherence to processes, and compliance with established response and resolution SLAs.

The Supervisor is accountable for maintaining high levels of customer satisfaction, supporting service delivery demands, and ensuring operational stability across rotational shifts aligned with general coverage requirements.

Requirements

- Years of Experience:
2–5 years of experience in IT Service Desk, Technical Support, or related roles, with prior experience in a supervisory, lead, or senior support role preferred.

- Education:
Bachelor’s Degree preferred in Information Technology, Computer Science, or a related field.

- Certifications / Technical Background:
Degree, certification, or formal training in computer-related disciplines such as BCA, MCA, BTech, Diploma in Computer Science, or equivalent technical education and certifications.

- Additional Skills (Preferred):

- Experience supervising teams in a 24x7 or rotational shift environment

- Strong knowledge of ITIL-aligned incident management processes

- Ability to monitor performance, manage queues, and ensure SLA compliance

- Strong communication, leadership, and coaching skills

- Availability to work on site

Responsibilities

- Oversee and support the Service Desk team in the resolution of IT-related incidents and requests, ensuring timely and effective handling when escalations or guidance are required.





- Supervise and guide the team in diagnosing and resolving system and application-related incidents, including Windows operating systems and supported software applications.

- Ensure accurate, timely, and complete ticket documentation, validating that incidents are properly recorded, updated, and closed in accordance with established processes.

- Monitor daily incident management activities, including ticket assignment, queue monitoring, prioritization, resolution tracking, and closure to ensure SLA compliance.

- Maintain a high standard of customer service, ensuring users are treated efficiently, professionally, and consistently across all interaction channels.

- Provide operational support and direction in resolving recurring or complex system and application issues, including OS, MS Office, and other supported tools.

- Coordinate and manage shift coverage and workload distribution, supporting service continuity across rotational shifts aligned with global operations.

- Ensure that all team activities are conducted with professionalism, respect, and compliance with company policies, security standards, and governance requirements.

- Actively promote and demonstrate the company mission, values, and service culture within the team.

- Coach and mentor team members to improve technical skills, customer interaction quality, and process adherence.

- Support the execution of standard operating procedures and best practices, ensuring consistent resolution approaches across the team.

- Collaborate closely with Service Desk peers, supervisors,



and stakeholders to identify operational risks, improve efficiency, and enhance service quality.

- Monitor customer satisfaction indicators and take corrective actions to maintain high levels of service quality and end-user experience.

- Responsibilities include team performance monitoring, queue management, workload distribution, and shift coverage, as well as supporting continuous service improvement initiatives. The position requires strong analytical skills, effective communication, and problem‑solving capabilities to address operational challenges and customer experience risks.

Career Framework Role (Supervisor, Global Service Desk)

- Has developed advanced knowledge and leadership skills through formal training and relevant work experience in IT Service Desk or technical support environments.

- Appropriate level for individuals with proven experience supervising, leading, or coordinating teams in a skilled technical support area.

- Identifies operational issues, trends, and risks, assesses situations using standard procedures and professional judgment, and makes sound operational and supervisory decisions.

- Completes work with a high degree of autonomy, providing guidance, direction, and oversight to team members.

- Receives limited instruction on day‑to‑day activities, operating independently within established objectives and service expectations.

- Works within established procedures while exercising independent judgment to manage workloads, priorities, and escalations, with overall accountability for service outcomes.

- Acts as a point of escalation and decision‑making for the Service Desk team, ensuring consistency, compliance, and service quality.

- Complete all assigned, mandatory training within the timeframe provided.

- Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.

📌 Supervisor, Global Service desk (Colombia)
🏢 Concentrix
📍 Colombia