IT Helpdesk / MSP Account Supervisor

About the role

An experienced IT Helpdesk / MSP Account Supervisor is sought to lead daily support operations, manage team performance and ensure high-quality service delivery in a fast-paced, client-focused environment. The ideal candidate has a strong background in BPO operations, team supervision, workforce coordination, SLA management and customer service, and is able to handle escalations and optimise productivity.

Key responsibilities

• Supervise daily operations of IT Helpdesk / MSP support teams, guide and coach Team Leads and agents, run performance evaluations, call assessments and ticket quality audits, and coordinate training and coaching.
• Monitor SLA compliance, track KPIs such as ticket resolution times and call volumes, review operational reports and drive continuous improvement.
• Oversee high-priority tickets and escalations, monitor ticket backlogs, support root-cause analysis and handle escalated customer interactions professionally.
• Work with Workforce Management to optimise staffing and scheduling, adjust coverage during high volume or staffing shortages, and keep service availability and SLAs in line.
• Ensure consistent customer service quality through call monitoring and ticket audits, promote first-contact resolution, and resolve conflicts and difficult customers.
• Collaborate with Account Managers and Team Leads, review weekly performance reports, maintain SOP compliance, support account management and act as a backup for management when needed.

Required profile

• 3-5 years of experience in BPO operations, preferably in account management, IT support operations, customer service or supervisory roles.
• At least 1-2 years in a supervisory or people-management position, with proven experience managing operational teams and monitoring performance.
• Bachelor's degree in Management, Business Administration or a related field.
• Experience managing SLAs, KPIs, escalations and performance reviews, and coordinating daily operations, schedules and productivity targets.

Required skills

• Strong leadership, coaching and team-management abilities.
• Excellent verbal and written business communication and strong customer service orientation.
• Conflict resolution, problem-solving and analytical thinking.
• Ability to manage multiple priorities and make operational decisions under pressure.