IT Service Desk Supervisor

About the role

The IT Service Desk Supervisor leads the daily operations of the UPS Service Desk and Production Support organization, ensuring stability, availability, and performance of critical business systems. This role provides leadership, coaching, and technical guidance to Service Desk and Operations Analysts while serving as the primary escalation point for incidents and customer concerns.

Key responsibilities

• Lead daily Service Desk and Production Support operations, managing ticket queues, shift assignments and resource allocation.
• Monitor performance metrics and ensure incidents and service requests are resolved within SLA targets.
• Oversee operational monitoring of UPS production systems, OCR platforms, imaging solutions and related infrastructure, coordinating response to outages and performance issues.
• Act as primary escalation point for Priority‑1 and Priority‑2 incidents, facilitating communication across Service Desk, Infrastructure, Development, Network, Security and vendor teams.
• Conduct post‑incident reviews and drive continuous improvement of processes and procedures.

Required profile

• Proven experience leading a 24 × 7 Service Desk or similar support organization.
• Strong coaching and mentoring abilities to develop Service Desk and Operations Analysts.
• Excellent communication skills for stakeholder management and incident coordination.
• Ability to balance workload, manage shift coverage and ensure SLA compliance.

Required skills