Service Desk Supervisor

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7hk0lm

Are you passionate about leadership, problem-solving, and technology? Do you excel in guiding teams and ensuring high-quality service delivery? We are looking for a Service Desk Supervisor who is fluent in English and Italian to lead our welcoming and supportive service desk team. This role is ideal for someone who thrives in a dynamic environment, enjoys mentoring others, and is committed to continuous improvement. **Position**: Service Desk Supervisor **Location**:Support Office Cernusco sul Naviglio **Employment Type**: Full-time **Type of job**: Hybrid **Languages**: Fluent in English & Italian **Why Work With Us?** At UCI, we are dedicated to fostering a diverse and inclusive workplace where everyone can succeed. Our culture is built around teamwork, support, and personal development. As a Service Desk Supervisor, you will play a key role in ensuring operational excellence, developing your team, and optimizing IT support processes. **What You’ll Be Doing**: - Supervisioning and mentoring the first-line service desk team to ensure excellent customer service and efficient issue resolution.
- Managing daily operations, including monitoring team performance, handling escalations, and ensuring service level agreements (SLAs) are met.
- Providing technical and procedural guidance to the team, helping them develop their skills and improve service quality.
- Ensuring adherence to Incident Management, Service Request, Major Incident, and Change Control processes.
- Optimizing processes, identifying areas for improvement, and implementing best practices to enhance efficiency.
- Managing escalations, including communication with senior management and external technical suppliers during out-of-hours issues.
- Creating and maintaining knowledge-based documentation to support team efficiency and training.
- Monitoring compliance with SOX controls and ensuring 100% adherence.




- Collaborating with other teams, such as second-line support and IT management, to streamline issue resolution and ensure seamless IT operations.
- Maintaining documentation and ensuring adherence to company policies, procedures, and security guidelines.
- Supporting team development, including planning training sessions and managing technical documentation to ensure effective day-to-day operations.
- Ensuring ITSM platform integrity, monitoring service health, and maintaining best practices for ticket management. **Who You Are**: - Fluent in English and Italian, with strong communication skills in both languages.
- Experienced in IT support, with prior experience in a supervisory or leadership role.
- Strong interpersonal skills, able to motivate and mentor team members.
- Proficient in troubleshooting common IT issues, with a solid understanding of: - Operating systems (Windows, iOS).
- Networking fundamentals (IP addresses, Wi-Fi, LAN/WAN).
- Productivity tools (Microsoft Office, Azure, M365).
- Hardware troubleshooting (printers, monitors, peripherals).
- Service desk/ticketing systems (ServiceNow, Zendesk).
- Problem-solving mindset, with the ability to analyze trends and implement solutions proactively.
- Organized and detail-oriented, capable of managing multiple priorities and ensuring excellent service delivery. **What We Offer**: - Leadership training and development to help you grow in your role.
- A supportive and inclusive workplace where your ideas and contributions are valued.
- Career advancement opportunities within a growing company.
- Competitive salary and benefits package.
- A meaningful role, where you can make a real impact by improving IT support and team performance. **How to Apply**:
If you're excited about leading a team, optimizing IT service delivery, and growing your career in IT leadership, we'd love to hear from you! Please send your CV and a short cover letter

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7hk0lm