Ph3Join our team as a Service Desk Supervisor /h3 pPlay a key role in shaping an exceptional IT support experience across Italy and Southern Europe as a proactive leader who loves developing talent and improving service performance. /p ul liLocation: Italy (Cernusco – Hybrid) /li liRole: Service Desk Supervisor /li liEmployment Type: Full-time /li liDepartment: IS – Service Desk /li liReports To: Service Desk Manager /li liLanguages: Italian and English /li /ul h3About the Role /h3 pWe are looking for a Service Desk Supervisor to join our Southern Europe team and oversee the delivery of a high‑quality, customer‑focused IT Service Desk operation in Italy. /p pIn this role, you will lead, support, and develop a team of Service Desk Technicians, ensuring consistent service excellence, strong incident and request management, and efficient processes aligned with our standards and values. /p pThis is an ideal position for someone with strong technical understanding, excellent communication skills, and a genuine passion for developing people while improving service performance. /p h3Why Join Us? /h3 pAt UCI, we foster a collaborative, inclusive, and supportive environment where leaders empower their teams to grow. /p ul liInfluence service quality across the region /li liLead a motivated team and improve their capability /li liWork closely with Service Delivery, IS teams, and cross‑functional partners /li liContribute to continuous service improvement and documentation /li liBe part of a dynamic, people‑focused technology culture /li /ul h3What You’ll Be Doing /h3 h3Team Leadership People Management /h3 ul liLead and support the German Service Desk team in day‑to‑day operations. /li liEnsure high‑quality communication, ownership, and customer care across all interactions. /li liCoach team members, provide feedback, and address performance issues constructively. /li liPlan and coordinate team training, onboarding, and development activities. /li liPromote teamwork, collaboration, and a positive work environment. /li liBe main support for Support office users and point of contact for cinemas. /li /ul h3Service Operations Technical Oversight /h3 ul liEnsure proper triage, diagnosis, and resolution of incidents and service requests. /li liGuarantee adherence to Incident Management, Service Request, and Major Incident procedures. /li liAct as an escalation point for complex or high‑impact issues, including out‑of‑hours situations when required. /li liOversee ticket quality, ensuring all cases include sufficient detail for resolution and review. /li liManage relationships with suppliers and third parties for escalations and onsite visits. /li /ul h3Documentation, Processes Continuous Improvement /h3 ul liCreate, maintain, and improve knowledge base articles and service documentation. /li liSupport monitoring of system and service health across the region. /li liEnsure full compliance with SOX and internal controls. /li liMaintain and support the ITSM platform (ServiceNow). /li liParticipate in regional and cross‑functional projects as required. /li /ul h3Who You Are /h3 pYou are an empathetic, proactive, and organised leader with a passion for IT service excellence. /p h3Skills Experience /h3 ul liSolid understanding of IT systems and troubleshooting. /li liTechnical background with experience in: /li ul liActive Directory / Windows environments /li liLAN/WAN fundamentals /li liRoutine installation/configuration of hardware and software /li /ul liFamiliarity with corporate applications. /li liExperience with M365 and ServiceNow (desirable; training available). /li liAbility to prioritise, coordinate, and manage workloads in a fast‑paced environment. /li liStrong communication skills—clear, friendly, and business‑oriented. /li liProven ability to resolve problems using data and structured methods. /li liStrong sense of ownership, accountability, and teamwork. /li liExperience with ITIL Foundation is a plus. /li /ul h3Our Values (How You Lead) /h3 ul liPassion: Seek continuous improvement and aim to exceed expectations. /li liInsight: Apply experience and available tools to restore service quickly. /li liAccountability: Own issues until full resolution and support the team. /li liRespect: Welcome diverse opinions and approaches. /li liTrust: Act with integrity, communicate clearly, and build confidence. /li liFun: Foster a friendly and enjoyable work environment. /li /ul h3What We Offer /h3 ul liA supportive, diverse, and inclusive workplace /li liOpportunities to grow your career within IS and Service Delivery /li liOngoing training and development /li liCompetitive salary and benefits /li liA role that allows you to make real impact every day /li /ul /p #J-18808-Ljbffr