IT Operations Supervisor

• Supervise the daily operations of the ITSM Service Desk and the analysts responsible for support
• Continuously monitor incident and request queues
• Ensure tickets are correctly routed to the appropriate resolution teams
• Track critical requests and tickets at risk of breaching SLA
• Monitor SLA performance, backlog, ticket criticality, and ticket age
• Balance the workload among Service Desk professionals
• Coordinate technical and operational escalations when necessary
• Ensure the operation’s KPIs are updated daily
• Track critical tickets through stabilization or appropriate routing
• Identify operational deviations and define action plans
• Ensure compliance with established processes and procedures
• Drive continuous operational improvement and reduce rework
• Keep the knowledge base organized and up to date
• Support the identification and resolution of recurring incidents
• Promote knowledge transfer among team members
• Ensure clear and timely communication among the Service Desk, resolution teams, and management

• Bachelor’s degree or equivalent higher education qualification
• Experience in ITSM operations and application support
• Knowledge of incident and request management
• Knowledge of SLA management and monitoring
• Knowledge of queue and backlog management
• Experience managing critical incidents
• Experience prioritizing tickets based on impact and criticality
• Experience with functional and technical escalation
• Experience monitoring operational KPIs
• Experience leading support/application support teams
• Experience developing action plans
• Knowledge of IT service management processes
• Experience with ITSM tools
• Knowledge of ITIL 4
• Experience with ServiceNow or an equivalent ITSM tool
• Experience in large-scale application support operations
• Knowledge of Power BI and Excel for KPI analysis
• Experience coordinating critical incidents
• Experience working as a requirements/business analyst
• SCRUM certification

• Open to professionals with disabilities and candidates from diverse gender, racial, and ethnic backgrounds
• Equal opportunities to build your career
• An environment that gives you the freedom to develop your skills and collaborate with experts
• A culture of innovation, learning, and growth
• Remote work