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. J-18808-Ljbffr