Job Title: IT Helpdesk System Supervisor

The IT Helpdesk System Supervisor is required to oversee and report on the day-to-day operations of the global Help Desk environment and ensure that end users are receiving appropriate assistance in a timely manner. SOX control responsibilities may be part of this role, which are to be adhered to where applicable.

Principal Duties, Responsibilities & Accountabilities:

Responsibilities will include:

• Manage, maintain, and develop the IT Helpdesk environment (Freshservice)
• Provide management reports on help desk operations, ensuring that service levels are met, identify trends, and make recommendations for service improvement.
• Oversee the help desk support staff’s daily activities ensuring timely and professional delivery of technical support, and call management.
• Supervise and monitor all open tickets and identify overdue issues, providing resolution in a timely and effective ma...