Technical Support Supervisor

Description

Job Summary: Coordinate IT technical support for employees, generate and analyze performance reports, and escalate incidents for systemic solutions, ensuring operational continuity. Key Highlights: 1. Opportunity to join a solid, established company with a strong market presence. 2. Medium- and long-term stability. 3. A professional environment with clear values, structured framework, and shared purpose. Location: SLP Corporate Office. **General Job Objective:** We are seeking our next Bill Gates to help coordinate the IT technical support provided to all employees, ensuring their operations within the company remain uninterrupted; generate and analyze performance reports to optimize IT service availability; and escalate recurring incidents or requests to achieve systemic solutions. **Responsibilities:** 1\.\- Coordinate resolution of first- and second-level incidents or requests reported by end users related to IT resources, ensuring timely handling with appropriate responses. 2\.\- Monitor, manage, and execute tasks to ensure defined IT service practices are implemented as planned: Help Desk operations, incident and request handling, and Service Level Agreements (SLAs). 3\.\- Ensure second-level specialists train first-level support staff on production-released and upcoming processes and procedures, and share knowledge acquired through job functions across the department. 4\.\- Collaborate with the Administration team during onboarding, providing training and coordinating activities for IT resource allocation. **What We Are Looking For:** A candidate with expertise in computer equipment diagnostics and repair, customer service, the ITIL framework, incident and service request management tools, Microsoft Office, Windows 10 and later OS administration, fundamental networking and server knowledge, and personnel administration and supervision. Experience: Minimum 2 years administering and supervising IT help desks, and implementing customer service best practices (ITIL). **What We Expect From You:** Ability to propose and implement actions to achieve tactical objectives, along with strong technical problem-solving skills and capability to implement effective alternative solutions—while consistently upholding the company’s core daily values. **What We Offer You:** * The opportunity to join a financially stable and sustainable company with an excellent market track record and strong client recognition. * Medium- and long-term stability. * A professional environment with clear values, structure, and shared purpose.