IT Helpdesk Supervisor

Description

Summary: Seeking an experienced IT Helpdesk Supervisor to oversee daily Level 1 IT support operations, ensure smooth service delivery, and manage team performance. Highlights: 1. Supervise L1 IT support team across shifts and ensure smooth service delivery. 2. Act as escalation point for unresolved L1 issues. 3. Mandatory ITIL 4 Foundation certification required. We are looking for an experienced IT Helpdesk Supervisor to oversee daily Level 1 IT support operations and ensure smooth service delivery across shifts. **Key Responsibilities** ------------------------ * Supervise L1 IT support team across shifts. * Ensure adherence to ITIL\-aligned incident management processes. * Act as escalation point for unresolved L1 issues before routing to L2/L3 support teams. * Generate weekly IT support performance reports including ticket volume, first\-call resolution, response times, and resolution times. * Coordinate with internal IT teams for system access and new agent onboarding/offboarding. * Manage IT support schedule and shift handover. **Requirements** ---------------- * Bachelor’s degree in Information Technology, Computer Science, or a related field. * Minimum 5–7 years of experience in IT support operations, including at least 2 years in a supervisory role. * Mandatory certification in ITIL 4 Foundation (per CL\-65 – required for IT Helpdesk Supervisor) * Additional certifications such as CompTIA A\+, Network\+, or Microsoft 365 Certified are preferred. * Fluency in both Arabic and English is mandatory. * Hands\-on experience with service desk tools and ticketing systems. * Knowledge of Azure Cloud environment. * Strong communication, coordination, problem\-solving, and team management skills.