IT ServiceDesk Supervisor

Qualifications and experience

• Bachelor's degree in information technology, computer science, telecommunications or another technology-related field.
• 3+ years' experience in system testing and monitoring.

Responsibilities

• ITSM Operations Management - Lead 24x7 ITSM operations, ensuring continuous monitoring, incident management, service availability, and operational visibility across all platforms.
• Incident & Major Incident Management - Drive end-to-end incident resolution, coordinate escalations, minimize service impact, and support crisis management and RCA activities.
• Service Desk Leadership - Lead, develop, and manage Service Desk teams, ensuring optimal resource utilization, capability development, and adherence to service standards.
• Service Delivery & SLA Governance - Ensure timely resolution of incidents and requests, monitor service performance, and maintain compliance with agreed SLAs and KPIs.
• Operational Excellence & Continuous Improvement - Drive problem management, automation, proactive monitoring, and process improvements to enhance service quality and efficiency.
• Performance Reporting & Quality Assurance - Produce operational reports, monitor service metrics, conduct quality reviews, and provide actionable insights for decision-making.

Skills and competencies

• Strong leadership and team management skills.
• Good communication and interpersonal skills
• Team Player and high level of Integrity
• Problem-solving and decision-making ability.
• Strong analytical and problem-solving skills

Yas is committed to equal employment opportunities and unbiased treatment of all individuals in employment practices. Only shortlisted applicants will be contacted.

How to apply

Apply using the employer recruitment link. Select this job title if the link opens the employer vacancy list, and follow the submission instructions there.