Service Desk Supervisor

About The Role

Abnormal Security is seeking a Service Desk Supervisor to enhance our IT team. As a rapidly expanding cybersecurity firm, our focus is on scaling technology support processes while ensuring a secure environment that optimally balances superior security practices with user experience and productivity.

In this pivotal role, you will manage our IT support team in India, driving efficiency in technical issue resolution and maintaining our high standards of customer service. You will leverage trend analysis and data-driven dashboards to monitor performance metrics, enabling informed decision-making that enhances user support and satisfaction in a remote work setting.

Key Responsibilities

• Trend Analysis & Dashboard Development: Utilize data-driven dashboards to analyze support trends, identify patterns, and report insights that inform service improvements and strategic decisions.
• Team Leadership: Lead and motivate a remote technical support team, fostering a culture of excellence and accountability while ensuring effective use of tools like ServiceNow, Google Workspaces, MacOS, Windows, JAMF, Intune, Slack, and Zoom.
• Process Optimization: Drive continuous improvement by analyzing current processes and implementing optimized workflows that enhance efficiency and support quality.
• KPI Definition & Monitoring: Define, implement, and track key performance indicators (KPIs) to measure the effectiveness, efficiency, and satisfaction of end-user services, continuously identifying areas for enhancement and corrective actions.
• Cross-Functional Collaboration: Work closely with IT engineering, Security, and HR to ensure seamless delivery of solutions that support the entire employee lifecycle, from onboarding to offboarding.
• Vendor Management: Manage relationships and contracts with vendors related to end-user support tools and services, ensuring alignment with organizational goals.
• Forecasting & Resource Management: Oversee computer inventory management, including resource allocation and procurement, while forecasting hardware and software expenditures based on current and future needs.
  
  

Who You Are

• Strong communicator with excellent documentation and reporting skills.
• Collaborative team player capable of motivating and developing a diverse team.
• Results-oriented, adaptable, and thrives in a fast-paced environment.
• Intellectually curious and committed to continuous improvement, always seeking to enhance service quality through innovative solutions.
  
  

Must Haves

• 7+ years of experience in IT support or end-user services, with at least 2 years in a managerial role.
• Bachelor’s degree in Computer Engineering, Information Technology, Business Administration, or a related field.
• Proven experience in a global and remote-first work environment.
  
  

Nice to Have

• ITIL Certification.
• 2+ years of experience using ServiceNow for support management.
• Familiarity with hardware as a service (HaaS) partnerships.
• Experience with Apple Business Manager and Automated Device Enrollment.
  
  

Join us at Abnormal Security to make a meaningful impact on our user support processes and contribute to our mission of delivering exceptional cybersecurity solutions!