PAre you passionate about leadership, problem-solving, and technology? Do you excel in guiding teams and ensuring high-quality service delivery? /ppWe 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. /ppuPosition : /u Service Desk Supervisor /ppuEmployment Type : /u Full-time /ppuType of job : /u Hybrid /ppbWhy Work With Us? /b /ppAt 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. /ppbWhat You’ll Be Doing : /b /ppSupervisioning and mentoring the first-line service desk team to ensure excellent customer service and efficient issue resolution. /ppManaging daily operations, including monitoring team performance, handling escalations, and ensuring service level agreements (SLAs) are met. /ppProviding technical and procedural guidance to the team, helping them develop their skills and improve service quality. /ppEnsuring adherence to Incident Management, Service Request, Major Incident, and Change Control processes. /ppOptimizing processes, identifying areas for improvement, and implementing best practices to enhance efficiency. /ppManaging escalations, including communication with senior management and external technical suppliers during out-of-hours issues. /ppCreating and maintaining knowledge-based documentation to support team efficiency and training. /ppMonitoring compliance with SOX controls and ensuring 100% adherence. /ppCollaborating with other teams, such as second-line support and IT management, to streamline issue resolution and ensure seamless IT operations. /ppMaintaining documentation and ensuring adherence to company policies, procedures, and security guidelines. /ppSupporting team development, including planning training sessions and managing technical documentation to ensure effective day-to-day operations. /ppEnsuring ITSM platform integrity, monitoring service health, and maintaining best practices for ticket management. /ppbWho You Are : /b /ppFluent in English and Italian, with strong communication skills in both languages. /ppExperienced in IT support, with prior experience in a supervisory or leadership role. /ppStrong interpersonal skills, able to motivate and mentor team members. /ppProficient in troubleshooting common IT issues, with a solid understanding of : /ppOperating systems (Windows, iOS). /ppNetworking fundamentals (IP addresses, Wi-Fi, LAN / WAN). /ppProductivity tools (Microsoft Office, Azure, M365). /ppbHardware troubleshooting (printers, monitors, peripherals). /b /ppProblem-solving mindset, with the ability to analyze trends and implement solutions proactively. /ppOrganized and detail-oriented, capable of managing multiple priorities and ensuring excellent service delivery. /ppWhat We Offer : /ppLeadership training and development to help you grow in your role. /ppA supportive and inclusive workplace where your ideas and contributions are valued. /ppCareer advancement opportunities within a growing company. /ppbCompetitive salary and benefits package. /b /ppA meaningful role, where you can make a real impact by improving IT support and team performance. /ppbHow to Apply : /b /ppIf 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! /ppPlease send your CV and a short cover letter /ppJ-18808-Ljbffr /p #J-18808-Ljbffr