Overview
Global Service Desk Supervisor Jobs in Cape Town, Western Cape, South Africa at NSC Global
Title: Global Service Desk Supervisor
Company: NSC Global
Location: Cape Town, Western Cape, South Africa
Overview
The Global Service Desk Supervisor is a dynamic leadership role responsible for the day-to-day operational success of a multi-regional technical support team. Acting as the bridge between frontline Service Desk Analysts and senior management, this role focuses on ensuring that technical issues are resolved with speed, precision, and a high degree of customer empathy.
As a supervisor, you will be responsible for driving team performance through real-time queue management, active coaching, and the implementation of standardized global processes. The ideal candidate is a hands-on leader who thrives in a fast-paced, 24/7 environment and possesses the technical maturity to handle escalations while maintaining a focus on long-term service improvement and team development.
Responsibilities
- Ensure Support Quality Assurance operations of the Service Desk and serves as Escalation point for Quality Assurance concerns
- To be a senior escalation point during customer escalations and to take overall ownership of customer complaints including improvement action plan
- Hold regular team meetings with Supervisors and feedback.
- Communicate Company and Department changes and provide guidance and support to team.
- To conduct the quarterly appraisals with each Supervisor and/or direct reports and to agree and review short and long term objectives
- Take overall responsibility for the Quality of the Service Desk to ensure that the team projects a professional image and provides quality service to all customers at all times
- Take overall responsibility to Identify on an on-going basis, training needs to develop the Service Desk members in the skills necessary for the provision of cost effective quality service to customers.
- Take overall Responsible for the quality of Post Incident Resolution and associated documentation
- Take overall responsibility for consistent and professional delivery of superior quality services
- Responsible for activities involving quality assurance, metrics, and compliance
- Provide Coaching/Feedback to Supervisors and direct reports: Meet one-on-one with members to review KPI’s and Objectives and develop an appropriate solution to improve performance in opportunity areas.
- Review and analyze reports created by the Supervisors
- Analyze quality metrics, assess trends and opportunities
- Communicate Quality & Customer Experience Issues, challenge assumptions and contribute to developing clear understanding of issues from a quality perspective
- Maintaining & Supporting Service Level Agreements
Key Accountabilities
- Take overall responsibility for the Support Quality Assurance operations of the Service Desk
- Take overall responsibility for activities involving quality assurance, metrics, and compliance of the Service Desk
- To Take overall responsibility for the Quality of the Service Desk to ensure that the team projects a professional image and provides quality service to all customers at all times
- To Take overall Responsibility for monthly and quarterly appraisals with each team member and to agree and review short and long term individual / team objectives
- To ensure each Supervisor have a structured Personal Improvement Plan
- Take overall responsibility to Identify on an on-going basis, training needs to develop the Service Desk members in the skills necessary for the provision of cost effective quality service to customers.
- Take overall responsibility for maintaining & supporting Service Level Agreements
- To take overall responsibility for monitoring Service Desk calls, Incidents and/or other transactions, uses available technology (recording solution(s), telephone systems, databases, etc.)
- To provide Coaching/Feedback to Supervisors and direct reports
- To Act as the Senior Escalation Point during customer escalations and to take ownership of customer complaints including any improvement activities
Financial
- Review of Service Desk Standby and Overtime Costs
- Review and make recommendations for staff salaries
- Approval of overtime costs
Strategic
- Short term roadmap of Global Service Desk quality and operational deliverables
Leadership/Management Responsibility
- Responsible for the three Supervisors managing the customer team groups
Qualifications
Required Education and Experience
- National diploma / Degree and/or at least 3-5 years’ experience working in a similar position
- ITIL Intermediate Certification
- Able to pre-empt problems before they arise, plan effectively for future activities and manage unplanned events in a controlled manner;
- Experience in dealing with client contacts at a senior level;
- Service delivery background
Additional Eligibility Requirements
- MUST be willing to do out of hours standby on a rotational basis to act as part of escalation matrix
Key Competencies
Technical
- IT background and experience working in a Service Provider / outsourced IT services environment
- Intermediate to Advanced level knowledge and experience with Microsoft Office products (Excel, Word, PowerPoint)
- Strong knowledge of Service Management Tools (e.g. Remedy Force, ServiceNow)
- Strong knowledge of Process Analysis Creation and Presentation
Non-Technical
- Demonstrate strong leadership skills
- Hands-on operational approach: generate confidence with own team by providing direction, ideas; leadership
- Highly developed negotiating, presentation and communication skills
- Able to facilitate customer meetings via conference/ phone calls professionally
- Resilient, focused and performance driven in a dynamic and fast moving environment
- Quality oriented in all aspects of delivery
- Customer Service focused
- Able to work with a minimum level of supervision as well as perform under pressure and meet tight deadlines.
Management
- Proven people management and leadership skills with at least 3 years relevant management experience
- Produce Weekly / Monthly Reporting on Service Desk Performance
- Responsible for Supervisors and direct reports having a structured Personal Development Plan
- Responsible for Service Desk Improvement Plans and Actions