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
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