Service Desk Supervisor

Do you enjoy supporting colleagues, solving technical issues, and guiding a small team in a hands-on IT support enviroment?

We are looking for a Service Desk team leader who is fluent in English and Italian to lead our welcoming and supportive service desk team. This role is ideal for someone with solid technical experience (ideally a 2nd liner).

**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.
- Acting as a point of escalation and actively participating in technical troubleshooting, especially during peak times or critical incidents.
- 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, ideally with some experience in team leading and mendtoring. Looking to grow into a leadership role while staying close to technical, day-to-day service delivery**.**
- Strong interpersonal skills, able to motivate and guide 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**while remaining hands-on, we'd love to hear from you

Please send your CV and a short cover letter