Helpdesk Supervisor-ITIL

Supervise and lead a helpdesk team that supports users via phone and electronic channels, resolving issues across hardware, software, networks, and peripherals. Ensure service levels and performance metrics are met, handle escalations, and guide the team in applying ITIL-based helpdesk policies and procedures. Coordinate cross-functional efforts, maintain vendor relationships, and support implementation of initiatives that improve business processes and client service delivery.