It would be incredibly helpful to have a Service Desk calendar in which the supervisor can easily see which tech is scheduled for which tickets. The "Inquiry Title" field (currently not a default incident form field) should definitely be part of that calendar entry, since a ticket# isn't very telling in an overview).
Such an overview would allow for quick and easy shifting or reassignment of scheduled calls according to priorities and skills.
Also - the incident entries in the calendar should link back to the incident, so they can easily be rescheduled. Better even, it would be a pop-up within in which the supervisor can quickly change either the processing date or the assigned staff member WHILE still being able to see the calendar.