IT Helpdesk / MSP Account Supervisor

About the Role

We are seeking an experienced IT Helpdesk / MSP Account Supervisor to lead daily support operations, manage team performance, and ensure high-quality service delivery in a fast-paced, client-focused environment.

The ideal candidate has a strong background in BPO operations, team supervision, workforce coordination, SLA management, and customer service excellence.

This position requires a hands-on leader capable of managing support teams, handling escalations, optimizing productivity, and maintaining operational efficiency while ensuring customer satisfaction.

Key Responsibilities

1. Team Leadership & Performance Management

• Supervise daily operations of IT Helpdesk / MSP support teams.
  

• Guide, coach, and support Team Leads and support agents to achieve performance targets.
  

• Conduct performance evaluations, call assessments, and ticket quality audits.
  

• Identify training needs and coordinate coaching sessions.
  

• Ensure adherence to company policies, operational procedures, and service standards.
  

2. SLA, KPI & Productivity Management

• Monitor and ensure compliance with Service Level Agreements (SLAs).
  

• Track operational KPIs, ticket resolution times, call volumes, and team productivity.
  

• Identify performance gaps and implement corrective action plans.
  

• Review operational reports and communicate performance results to management.
  

• Drive continuous improvement in service quality and operational efficiency.
  

3. Ticket Management & Escalations

• Oversee high-priority support tickets and customer escalations.
  

• Ensure timely assignment, follow-up, and resolution of incidents.
  

• Monitor ticket backlogs and reduce pending cases.
  

• Handle escalated customer interactions professionally.
  

• Support root-cause analysis and incident resolution processes.
  

4. Workforce & Queue Management

• Collaborate with Workforce Management (WFM) to optimize staffing and scheduling.
  

• Monitor real-time call queues and support demand.
  

• Adjust operational coverage during high-volume periods or staffing shortages.
  

• Coordinate schedules to maintain service availability and SLA compliance.
  

5. Quality Assurance & Customer Experience

• Ensure consistent customer service quality across support interactions.
  

• Conduct call monitoring and ticket audits.
  

• Promote first-contact resolution, targeting 90% where operationally applicable.
  

• Manage challenging customer interactions and resolve conflicts effectively.
  

• Ensure customers receive timely updates on escalated issues.
  

6. Operational Coordination & Reporting

• Collaborate with Account Managers, Team Leads, and operational stakeholders.
  

• Review weekly performance reports and identify improvement opportunities.
  

• Maintain compliance with standard operating procedures (SOPs).
  

• Support account management activities and operational continuity.
  

• Serve as a backup for management responsibilities when required.
  

Requisitos

Required Qualifications

Professional Experience

• 3–5 years of experience in BPO operations, preferably in account management, IT support operations, customer service, or supervisory roles.
  

• At least 1–2 years of experience in a supervisory or people-management position.
  

• Proven experience managing operational teams and monitoring performance.
  

• Hands-on experience managing SLAs, KPIs, customer escalations, and performance reviews.
  

• Experience coordinating daily operations, team schedules, and productivity targets.
  

• Demonstrated ability to handle client-facing issues and operational challenges.
  

Education

• Bachelor's degree in Management, Business Administration, or a related field.
  

Core Skills

• Strong leadership, coaching, and team-management abilities.
  

• Excellent verbal and written business communication.
  

• Strong customer service orientation and interpersonal skills.
  

• Conflict resolution and problem-solving capabilities.
  

• Ability to manage multiple priorities in a high-volume environment.
  

• Analytical thinking and performance improvement skills.
  

• Strong organizational skills and attention to detail.
  

• Ability to make operational decisions under pressure.