Help Desk Supervisor

Description

Job Summary: We are seeking a technology professional with experience in supervising service desk projects to lead teams, ensure process compliance, and improve productivity. Key Highlights: 1. Lead and train help desk teams 2. Ensure quality and efficiency of IT services 3. Innovation and continuous learning Join Stefanini! **Responsibilities and Authorities** * Ensure the execution of duties by personnel under supervision. Consolidate the monthly service report. Conduct ongoing staff evaluations. Organize training sessions or refresher courses as needed. * Ensure compliance with the onboarding procedure for new members of the Help Desk team. * Request office supplies for the Help Desk – bi-monthly. * Convene and lead the internal committee – monthly. * Prepare minutes of the internal committee meeting. Update the Roles Matrix. * Update Quality Records and disseminate them to the team. * Maintain incident and request classification for all handled cases. * Define operational processes to ensure effective service delivery. * Schedule shifts for First-Level and Second-Level support teams. * Monitor tickets assigned to the team. * Coordinate timely handling of requests assigned by the Help Desk (N1 and N2\), through review of analyst-assigned requests. * Track requests (incidents and service requests) registered and assigned to analysts in the IT service management platform. * Analyze recurrence of incidents and requests received by the Help Desk to identify underlying problems within the IT Service Center. * Evaluate productivity of Help Desk operators, submitting weekly management indicators. * Develop weekly service metrics to provide visibility into operational workload at the Help Desk. * Ensure delivery of training sessions to maintain knowledge standardization across the Help Desk team. * Ensure implementation of the Known Error Database, to be consulted by the Help Desk for prompt user request resolution. **Requirements and Qualifications** * Degree in Systems Engineering, Computer Science, Information Technology, Electronics, or related technical fields. * ITIL Foundation certification. * Minimum 2 \- 4 years of work experience supervising service desk projects and/or delivering service desk activities. * Intermediate-level office software proficiency. * Knowledge of performance indicators. * Team leadership experience. **Additional Information** Looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow—together. Here, every action matters and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual who embraces continuous learning and has innovation embedded in your DNA, then we’re exactly what you’re looking for. Come and build a better future— together!