Service Desk Supervisor

The Service Desk Supervisor is part of Managed Services deliveries in line with the Ericsson Operations Engine. The role acts as the operational lead for the Service Desk function within Automated Operations and serves as the primary coordination point between Service Delivery teams, customers, field operations, partners, and other business functions for incidents, service requests, escalations, change notifications, and operational communications.

• Supervise daily Service Desk operations within the Automated Operations environment.
• Act as the main Point of Contact (POC) for operational coordination, escalations, and customer communications.
• Lead operational communications, notifications, and updates during incidents, outages, planned activities, and service-impacting events.
• Coordinate activities with Service Delivery teams, field operations, partners, alliances, and third‑party providers (3PPs).
• Ensure operational adherence to SLAs, KPIs, escalation procedures, and operational governance processes.
• Act as SPOC for VIP customer complaints and critical operational escalations where applicable.

• Supervise customer incident management activities including incident resolution, tracking, escalation, reporting, and closure.
• Ensure effective handling of customer Trouble Tickets (TTs) throughout the incident lifecycle.
• Coordinate major incident management activities and ensure timely escalation to relevant operational and technical teams.
• Drive Incident Management reporting, monitoring, tracking, and operational follow‑up activities.
• Support Customer Event Management activities including customer QoS performance assessment and operational escalation handling.

• Oversee Request Fulfillment activities including request logging, categorization, tracking, escalation, and closure.
• Supervise work order management activities and ensure proper assignment of work orders to field personnel and operational teams.
• Monitor work order execution to ensure timely completion within SLA commitments.
• Coordinate workload balancing and field resource allocation to maximize operational efficiency and productivity.
• Escalate and investigate delayed or unresolved work orders.

• Oversee site information management, site access coordination, and site key distribution activities.
• Ensure compliance with site security procedures and operational access management policies.
• Coordinate spare parts handling, logistics, and operational support activities.
• Ensure operational systems and databases are updated with accurate site, spare parts, and work order information.

• Support customer contact management, application usage support, and customer service request handling.
• Track customer order activations, upgrades, rearrangements, and deactivations.
• Support change policing, operational governance, and access management activities.
• Drive operational reporting, SLA oversight, KPI monitoring, and customer experience improvements.

• Provide operational leadership, coaching, and support to Service Desk team members.
• Monitor team performance and ensure adherence to operational procedures and service quality standards.
• Support operational improvement initiatives focused on efficiency, automation, customer experience, and service reliability.

• Access to all operational systems and information required to carry out assigned responsibilities effectively and in line with company directives.
• Authority to coordinate operational escalations, oversee ticket governance, and manage Service Desk operational activities.

• Bachelor’s Degree in Telecommunications, Electronics, Engineering, Information Technology, or equivalent.
• Minimum 3–5 years of experience within telecom operations, Managed Services, Service Desk, NOC/SNOC, or operational support environments.
• Previous supervisory or team coordination experience is considered an advantage.

• Strong…