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 solid 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:
- Solid organizational skills and attention to detail.
- Ability to work under pressure and manage multiple priorities.
- Adaptability to evolving technologies and environments.

Preferred candidate profile

📌 Service Desk Supervisor (Pune)
🏢 FSP Solutions
📍 Pune