Help Desk Supervisor

Description

Job Summary: We are seeking a proactive and responsible Help Desk Supervisor to ensure compliance with service levels and manage technical support processes. Key Responsibilities: 1. Ensure compliance with Help Desk service level agreements 2. Define and evaluate incident and request management processes 3. Prepare and interpret productivity statistics and monitoring reports 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 position 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 compliance with Help Desk service level agreements. - Define and evaluate processes for incident, problem, change, configuration, and request management within the Technical Support area. - Prepare and interpret productivity statistics, process monitoring reports, and service level metrics delivered to users and clients. - Analyze and escalate unresolved issues—or those recurring frequently—to the appropriate committee for review. 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 working environment. Dare to make a change and become part of our great Sistematico family! -Requirements- Minimum education: Technical degree 2 years of experience Keywords: resident, supervisor, deputy manager, responsible person, coordinator, manager, captain, help, assistance