IT Customer Support & Incident Queue Supervisor

Job Description

The IT Customer Support & Incident Queue Supervisor oversees daily IT service desk operations and manages incident resolution activities across the organization. The role ensures timely response to user requests, monitors service-level agreements (SLAs), and leads a team of technical support professionals. The supervisor works closely with infrastructure, applications, and cybersecurity teams to resolve escalated issues efficiently. This position is responsible for maintaining high customer satisfaction while continuously improving IT support processes.

Key Responsibilities
Supervise daily IT service desk operations.
Monitor and manage incident and service request queues.
Ensure SLA compliance and timely issue resolution.
Lead and mentor IT support analysts.
Escalate critical incidents to appropriate technical teams.
Analyze recurring issues and implement preventive solutions.
Prepare service performance reports and dashboards.
Coordinate user communication during major incidents.
Improve IT support processes using ITIL best practices.
Maintain knowledge base documentation and support procedures.