Supervisor, IT Customer Service

What you'll do

• Supervise the IT team in resolving incoming service requests and managing customer service delivery.
• Serve as the primary point of escalation for difficult customer inquiries and complex technical issues.
• Monitor the incident management process to identify and address gaps in resolution and support.
• Review and prioritize escalated service issues while owning them through to final resolution.
• Supervise the production of technical documentation and the expansion of the Knowledge Base.
• Coordinate with cross-functional teams to drive product enhancements and proactive support initiatives.
• Monitor key performance metrics and implement operational improvements to meet team goals.
• Provide recommendations to management regarding product, process, and customer experience improvements.

What we're looking for

• Applicants must be able to read, write, and speak English.
• 3 to 5+ years of experience is required.
• Experience in IT Services is required.
• Experience in Customer Service is required.
• Experience in Service Request Management is required.
• Experience in Technical Project Management is required.
• Budgeting skills are required.