Service Desk Supervisor

• Supervises the efforts of Service Desk teams • Directs Service Desk team members in their day-to-day activities by serving as an escalation point for issues referred to by Service Desk team members, clients or other teams. • Mentors and trains Service Desk team members to build new skills. • Builds collaboration within the team and with outside support teams. • Monitors Service Desk tickets and calls, identifying trends and issues that require more in-depth analysis. • Ensures team meets or exceeds agreed up SLAs. You will be successful in this role if you have: BA/BS degree At least 5 years' of relevant experience Retail industry experience is a plus ITIL Certification is preferred Excellent communication, customer service, and stakeholder management skills.