Develop and maintain shift schedules, daily coverage plans, and staffing assignments to align resources with call and ticket volume, service contracts, business priorities, and SLA requirements; assign, adjust, and maintain agent call queue skills, skill levels, and queue membership to match staffing to demand, and make real-time adjustments during peak volume, coverage gaps, unplanned absences, outages, and rising wait or abandonment rates. Some of the IT Help Desk Supervisor responsibilities include but are not limited to: Manage US Enterprise Support Center operations including inbound call volume, service levels, average speed of answer, abandonment rates, schedule adherence, occupancy, queue performance, and workforce coverage.