Supervisor IT - GSD

Responsibilities

• Oversee daily operations of the Global Service Desk across rotational shifts, including night shifts
• Manage agent availability, prepare rosters, and optimize resource distribution
• Ensure smooth handovers between shifts to maintain service continuity
• Drive adherence to ITIL-based processes and monitor compliance with SLAs and KPIs
• Act as the primary point of contact for stakeholders regarding incidents and escalations
• Utilize ServiceNow for incident, request, and change management
• Generate performance reports and dashboards to track trends and service quality

Requirements

• Proven experience managing IT Service Desk operations in a global environment
• Strong people management and leadership skills
• Availability to work rotational shifts, including night shifts
• Hands-on proficiency with ServiceNow or similar ITSM platforms
• Excellent verbal and written communication skills for stakeholder engagement
• Strong problem-solving skills and ability to work under pressure

Preferred Qualifications

• ITIL certification or equivalent knowledge of IT service management frameworks
• Experience handling high-level escalations and driving rapid resolutions

About the Company

MKS Instruments enables technologies that transform our world. With approximately 10,000 employees serving the semiconductor, electronics, and specialty industrial markets, we provide the critical components and subsystems that power advancements in 5G, renewable energy, artificial intelligence, and cloud technology.