Role Overview

• The IT Helpdesk / MSP Supervisor oversees daily floor operations to ensure seamless service delivery. This role is responsible for managing escalated client issues, collaborating with Workforce Management (WFM) to align staffing schedules with SLAs, optimizing team productivity, and ensuring high-quality customer support. The Supervisor reports directly to the Account Manager and plays a critical role in operational performance and client satisfaction.

Key Responsibilities

Call Volume & Queue Management

• Collaborate with WFM to monitor queues in real time and ensure SLA compliance.
• Align agent schedules with forecasted and historical call volumes.
• Manage high-volume periods and staffing shortages while implementing recovery plans.

Ticket & Escalation Management

• Oversee assignment, escalation, and follow-up of high-priority support cases.
• Manage ticket queues based on severity, aging, and resolution targets.
• Ensure clients receive timely updates through Team Leads.
• Handle customer escalations and support root cause analysis initiatives.

Productivity & Performance Optimization

• Coach and guide Team Leads and SMEs to improve productivity and process adherence.
• Monitor team performance and identify opportunities for improvement.
• Ensure awareness and accountability for productivity goals.

KPI & Performance Monitoring

• Track and analyze operational metrics and KPIs.
• Communicate performance trends and risks to leadership.
• Ensure teams understand performance expectations and results.

Performance Management & Quality Assurance

• Conduct call reviews and ticket audits to ensure quality standards.
• Lead performance evaluations and review weekly operational reports.
• Facilitate account-specific training and knowledge assessments.
• Manage corrective actions and ensure SOP compliance.

Operational Administration

• Create and optimize schedules to ensure adequate support coverage.
• Support managerial responsibilities and maintain business continuity.

Customer Excellence

• Drive First Contact Resolution (FCR) goals and customer satisfaction.
• Handle challenging customer interactions with professionalism and empathy.
• Apply analytical and creative problem-solving to complex support scenarios.
• Foster accountability and high-performance standards across the team.

Requirements

Must Have

• 3-5 years of BPO experience in Account Management, Operations, Team Lead, Supervisor, MSP, or Client Support environments.
• 1-2+ years of supervisory or people management experience.
• Proven experience managing SLAs, KPIs, client accounts, and performance reviews.
• Strong customer service, conflict resolution, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to mentor, coach, and develop support teams.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Critical thinking and analytical troubleshooting capabilities.
• High attention to detail and process-oriented mindset.
• Advanced English proficiency.

Preferred

• Experience in Managed Service Provider (MSP) environments.
• Certifications or additional training in Leadership, Project Management, Customer Experience, or Operations Management.
• Experience with workforce planning and queue management.
• Knowledge of service desk best practices and IT support operations.

Key Skills

• Team Leadership
• IT Helpdesk Operations
• MSP Operations
• Workforce Management (WFM)
• SLA Management
• KPI Monitoring & Reporting
• Escalation Management
• Ticketing Systems
• Customer Service Excellence
• Performance Management
• Coaching & Mentoring
• Root Cause Analysis
• Quality Assurance
• Conflict Resolution
• Critical Thinking
• Process Improvement
• Communication Skills
• Client Relationship Management