Help Desk Supervisor

Description

Job Summary: Sistematico is seeking a Help Desk Supervisor to ensure service level compliance and manage technological support processes. Key Responsibilities: 1. Lead incident and support request management. 2. Analyze and escalate complex technical issues. 3. Promote a pleasant work environment. We are Sistematico, an information technology consulting firm committed to delivering optimal solutions to business challenges. We are currently seeking top talent to fill the role of Help Desk Supervisor. WHO ARE WE LOOKING FOR? - Technical or university graduate in Systems Engineering or Computer Technology. - Minimum 2 years of experience in technical support. - Knowledge of operating systems. - Knowledge of email account configuration. - Configuration of network devices and peripherals. - Intermediate English proficiency. WHAT WILL BE YOUR RESPONSIBILITIES? - Ensure help desk service level compliance. - Define and evaluate processes for incident, problem, change, configuration, and support request management within the Technical Support area. - Develop and interpret productivity statistics, process monitoring metrics, and service levels delivered to users and clients. - Interpret and escalate unresolved issues from appropriate tiers or recurring issues for committee-level analysis. MUST-HAVE QUALIFICATIONS - ITIL certification. - Knowledge of ISO 27001. - Knowledge of CYBERSECURITY. WHAT DO WE LOOK FOR IN YOU? - Soft skills: Responsible, proactive, organized, and service-oriented. - Ability to clearly and simply explain technical information. - Ability to prioritize and efficiently handle multiple tasks. WHAT DO WE OFFER? - Market-competitive remuneration. - Career development path. - Pleasant work environment. Dare to make a change and join our great Sistematico family! -Requirements- Minimum education: Technical 2 years of experience Keywords: resident, supervisor, deputy manager, responsible, coordinator, manager, captain, help, assistance