Supervisor - Service Desk Operations
IT - Software / DB / QA / Web / Graphics / GIS
About the Employer
Job Description
WE ARE HIRING
SUPERVISOR - SERVICE DESK OPERATIONS
ABOUT US
At Cargills, we are not just a Company; we are a cornerstone of Sri Lanka's vibrant economy. With a heritage spanning over 180 years, we have continuously evolved to become a leading force in multiple industries, including Retail, FMCG, Restaurants, Financial Services, Agribusiness, Cinemas, Hospitality, and Real Estate. Built on a strong foundation of values and ethics, we have spread our reach across Sri Lanka, with investments and operations that touch the lives of millions of consumers, farmers, and entrepreneurs on a daily basis. We are committed to leveraging technology to enhance operational excellence, create sustainable markets, and foster employment opportunities, all whilst actively engaging in initiatives that uplift communities and protect the environment to build a brighter future for all.
JOB ROLE:
- Lead and manage the service desk team, including scheduling, task allocation, and performance monitoring.
- Monitor ticket queues and ensure timely escalation of unresolved issues.
- Maintain documentation of recurring issues and resolutions for knowledge base development.
- Coordinate with infrastructure and application support teams for complex issue resolution.
- Generate and analyze service desk performance reports (e.g., ticket volumes, resolution times, task distribution).
- Provide insights and recommendations for process improvements based on data trends.
- Conduct onboarding and continuous training for service desk staff.
- Promote a culture of customer service excellence and technical proficiency.
- Act as the primary point of contact for escalations from business units.
- Communicate service disruptions, planned maintenance, and updates effectively.
- Any other tasks or projects as requested by the Management.
CANDIDATE REQUIREMENTS:
- Passionate about Sri Lanka; you're committed to making a positive impact for our Country and its people.
- Higher National Diploma in information technology, or a related field.
- ITIL Foundation certification is a plus.
- Experience of 2 years in IT support/service desk operations.
- Strong understanding of ITIL principles and incident/request management best practices.
- Hands-on experience with service management platforms (e.g., Service Now, Jira Service Desk, or equivalent).
- Good communication, interpersonal, and conflict-resolution skills.
- Proven ability to manage competing priorities and work under pressure.
- Familiarity with enterprise systems such as SFA, JDE, and HRIS is an advantage.
- Embody our Values: Customer Centric, Accountable, Respect, Green, Innovative, Love, Lead & Serve the Nation.
IF YOU ARE READY TO TAKE UP THE CHALLENGE,
Apply Now!
Share your updated resume with [email protected]
