Service Desk Supervisor (MSP) at Prime System, Lahore

Prime System Solutions is a managed IT services company that supports US clients from its offices in Islamabad and Lahore. The Service Desk Supervisor oversees day-to-day service desk performance with the Director of IT and Operations.

Key responsibilities

• Daily Operations & SLA Ownership
• Monitor and manage Service Desk ticket queues throughout the day, ensuring response and resolution targets are consistently met
• Conduct daily team standups, establish priorities, assign responsibilities, and remove operational blockers
• Lead aging-ticket reviews and ensure every outstanding ticket has a clear owner, next action, and follow-up date
• Identify recurring technical issues and ticket reopening patterns, driving permanent resolutions
• Monitor key performance indicators, including first-contact resolution, backlog, customer satisfaction, and response times
• Ensure compliance with Service Level Agreements (SLAs) and Service Level Objectives (SLOs)
• Team Leadership & Development

Requirements

• 3–5 years of experience in a Help Desk, Service Desk, or Managed Service Provider (MSP) environment
• At least 1 year of experience in a supervisory or team lead position
• Strong hands-on experience with Microsoft 365, Azure, Entra ID, and Windows 10/11 endpoints
• Working knowledge of networking fundamentals, including TCP/IP, DNS, and DHCP
• Experience working with ticketing systems and analyzing queue performance, SLA metrics, and customer satisfaction reports
• Proven ability to lead, coach, and hold a technical team accountable

Nice to have

• Experience with Autotask, IT Glue, and Kaseya VSA or similar platforms
• Previous experience as a Senior Service Desk Engineer or Escalation Engineer
• Familiarity with ITIL practices and cloud technologies
• Experience with endpoint management and email security tools

Location and schedule

• Lahore
• Full-time

Salary and benefits

The posting does not give a salary figure.

How to apply

Apply on the company's own site.