Customer Service Supervisor (Global Helpdesk)

About the role: We’re looking for a hands-on, people-focused Customer Service Supervisor to lead frontline shift operations for our Global Helpdesk (GHD). This is a key leadership role at the heart of our service delivery. You’ll be responsible for driving shift performance, ensuring SLAs are met, coaching and supporting agents, and driving continuous improvement across daily operations. Operations & Shift Leadership • Lead queue operations during assigned shifts to meet SLA/response targets and service standards. • Manage prioritization, backlog control, incident updates, and clean handovers across shifts. • Maintain disciplined ticket documentation and flag risks early (volume spikes, product issues, repeat escalations) for timely action. People Coaching & Escalations • Coach agents in real time and reinforce consistent handling across email/chat/tickets (and calls if applicable). • Conduct quality checks and provide structured feedback to improve accuracy, tone, and resolution quality. • Act as the first escalation point, coordinating with Technical Support and internal stakeholders through to closure. Process Improvement & Knowledge / SOP • Identify recurring issues and workflow gaps; recommend improvements and implement agreed changes to reduce repeats and improve speed. • Maintain SOPs, templates, and macro usage standards, and drive adoption through coaching and spot checks. • Support knowledge base improvements by flagging content gaps and ensuring agents link relevant articles consistently. Ticketing System Support & Reporting • Support ticketing workflow updates within approved scope (forms/fields, views, tags, macros, triggers/automations, routing/SLA settings where applicable). • Follow basic change control: document changes, test where possible, communicate updates, and support rollout. • Produce regular operational reports (volume, SLA, backlog, reopen rate, escalations) and highlight trends with practical action proposals, supported by clean data capture. Requirements: • Diploma or associate degree in a related field, or equivalent practical experience with a strong helpdesk background and proven troubleshooting capabilities. • Minimum 3 years of experience in helpdesk, call centre, or customer support operations, with experience supporting hardware devices. Experience with printers or similar equipment, including driver/utility installation and basic software configuration, is preferred. • Prior experience as a Team Lead, Senior Agent, or Acting Supervisor, with experience in coaching team members and leading shifts. • Experience using a ticketing system to manage customer cases and service queues. Zendesk experience is preferred, but other ticketing platforms are acceptable. • Willing and able to work rotating shifts • Willing to support future adjustments to service coverage hours based on business needs.