Join to apply for the Service Desk Supervisor role at Uci Italia spa /Odeon & Uci Group
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.
Employment Details
* Type of employment: Full-time
* Work arrangement: Hybrid
Why Work With Us?
At UCI, we are dedicated to fostering a diverse and inclusive workplace where everyone can succeed. Our culture emphasizes teamwork, support, and personal development. As a Service Desk Supervisor, you will be crucial in ensuring operational excellence, developing your team, and optimizing IT support processes.
Responsibilities
* Supervise and mentor the first-line service desk team to ensure excellent customer service and issue resolution.
* Manage daily operations, monitor team performance, handle escalations, and meet SLAs.
* Provide technical and procedural guidance, helping team members develop skills and improve service quality.
* Ensure adherence to Incident Management, Service Request, Major Incident, and Change Control processes.
* Identify areas for process improvement and implement best practices.
* Handle escalations, including communication with senior management and external suppliers during out-of-hours issues.
* Create and maintain knowledge documentation for team support and training.
* Monitor compliance with SOX controls and ensure 100% adherence.
* Collaborate with other teams to streamline issue resolution and IT operations.
* Maintain documentation and follow company policies, procedures, and security guidelines.
* Support team development through training and technical documentation management.
* Ensure the integrity of the ITSM platform, monitor service health, and manage tickets effectively.
Candidate Profile
* Fluent in English and Italian with strong communication skills.
* Experience in IT support with leadership or supervisory experience.
* Excellent interpersonal skills and ability to motivate teams.
* Proficient in troubleshooting OS (Windows, iOS), networking (IP, Wi-Fi, LAN/WAN), productivity tools (Microsoft Office, Azure, M365), and hardware peripherals.
* Strong problem-solving skills and proactive trend analysis.
* Organized, detail-oriented, and capable of managing multiple priorities.
Benefits
* Leadership training and career development.
* Inclusive and supportive workplace culture.
* Opportunities for career growth within a growing company.
* Competitive salary and benefits.
* Impactful role in improving IT support and team performance.
Application Process
If you are excited about leading a team and advancing your career in IT, please send your CV and a short cover letter.
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