Responsible for the day-to-day supervision of our IT Service Desk Team including work and attendance monitoring, and ensuring that all requests for service through telephone, email and face-to-face are in accordance with our client's KPI and organization's policy.Effectively coach and provide feedback to direct reports on their performance on a regular basis to ensure KPI/SLAs are achieved and must be able to identify coaching opportunities.Responsible in ensuring the completion Service Desk analyst training across all services.Ensure resolution and Quality rates are in line with client and business demands.Responsible for knowledge summary and documentationLeads, directs, and coordinates cross functional incident response teams' severity/high impact issues, including business continuity events.Provides analysis and leads internal support efforts designed to improve and update department processes and procedures related to incident response situational leadership.Maintains effective working relationships with corporate partners and business unit contacts for IT Support to deliver effective situational leadership and consistent quality service.Resolves escalated issues arising from operations and requiring coordination with other departments.Maintain ownership of user's issue and service ensuring that they receive resolution within reasonable time frame.Communicates expectations to employees, provides updates, and conducts team meetings (huddles and triage sessions) to ensure that shared processes are aligned with our client's KPI and organization's policy.Must be able to delegate tasks to team members to maximize their potential.Report the overall performance of your team and suggest possible areas of improvement.Prepares reports on top and bottom performers and cross-checks this with the overall KPI /SLA set by our client.Delivers quality, productivity, and compliance KPI/ SLA reports on daily, weekly, and monthly reports.Facilitates interviews and supports the hiring process.Monitor attendance and concerns of all team members, coordinating closely with the HR Team for disciplinary cases.Meet and exceeds KPI targets set by the client.Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with superiors and co-workers.