IT Helpdesk / MSP Account Supervisor

Role Overview

As an IT Helpdesk / MSP Supervisor, you will guide the team’s daily service desk operations, from queue coverage and ticket flow to escalations and quality reviews. You will work closely with Workforce Management and Team Leads to keep service levels on track, resolve issues that need senior attention, and strengthen the support experience for clients.

Key Responsibilities

• Coordinate with Workforce Management to track live queue conditions, compare coverage with forecasted demand, and respond to risks to service-level targets.
• Review ticket queues and direct work according to priority, severity, age, and resolution commitments; oversee escalation and follow-up for critical cases.
• Take ownership of customer escalations, ensure clients receive clear progress updates through Team Leads, and contribute to root cause analysis.
• Coach Team Leads and subject matter experts on productivity, adherence to procedures, and effective support practices.
• Monitor operational KPIs, assess performance trends, and raise emerging issues and improvement opportunities with leadership.
• Review calls and audit tickets, lead performance discussions, and use weekly operational reports to guide corrective actions and maintain SOP compliance.
• Arrange account-specific training and knowledge checks, and help ensure the team understands performance expectations.
• Plan schedules and support coverage, including during demand spikes or staffing shortfalls, and coordinate recovery actions to maintain business continuity.
• Promote first-contact resolution and customer satisfaction while handling difficult interactions with professionalism and empathy.

Requirements & Qualifications

• Three to five years of BPO experience in account management, operations, team leadership, supervision, MSP services, or client support.
• At least one to two years of supervisory or people-management experience.
• Demonstrated experience with SLAs, KPIs, client accounts, and performance reviews.
• Strong communication skills in spoken and written English, with advanced English proficiency.
• Ability to coach and develop support teams, address conflict, and manage customer concerns effectively.
• Analytical troubleshooting and sound judgement when handling complex service issues.
• Strong organization, attention to detail, and the ability to manage competing priorities in a fast-paced operation.
• Experience in an MSP environment, workforce planning, queue management, or IT service desk operations is preferred.
• Additional training or certification in leadership, project management, customer experience, or operations management is an advantage.