Service Desk Supervisor (m/w/d)

Are you passionate about leadership, problem-solving, and technology? Do you excel in guiding teams and ensuring high-quality service delivery?

We are looking for a Service Desk Supervisor who is fluent in English and German to lead our welcoming and supportive service desk team. This role is ideal for someone who thrives in a dynamic environment, enjoys mentoring others, and is committed to continuous improvement.

Position: Service Desk Supervisor

Employment Type: Full-time

Type of job: Hybrid

Why Work With Us?

At UCI, we are dedicated to fostering a diverse and inclusive workplace where everyone can succeed. Our culture is built around teamwork, support, and personal development. As a Service Desk Supervisor, you will play a key role in ensuring operational excellence, developing your team, and optimizing IT support processes.

What You’ll Be Doing:

• Leading and mentoring the first-line service desk team to ensure excellent customer service and efficient issue resolution.
• Managing daily operations , including monitoring team performance, handling escalations, and ensuring service level agreements (SLAs) are met.
• Providing technical and procedural guidance to the team, helping them develop their skills and improve service quality.
• Ensuring adherence to Incident Management, Service Request, Major Incident, and Change Control processes.
• Optimizing processes , identifying areas for improvement, and implementing best practices to enhance efficiency.
• Managing escalations , including communication with senior management and external technical suppliers during out-of-hours issues.
• Creating and maintaining knowledge-based documentation to support team efficiency and training.
• Monitoring compliance with SOX controls and ensuring 100% adherence.
• Collaborating with other teams , such as second-line support and IT management, to streamline issue resolution and ensure seamless IT operations.
• Maintaining documentation and ensuring adherence to company policies, procedures, and security guidelines.
• Supporting team development , including planning training sessions and managing technical documentation to ensure effective day-to-day operations.
• Ensuring ITSM platform integrity , monitoring service health, and maintaining best practices for ticket management.

Who You Are:

• Fluent in English and German , with strong communication skills in both languages.
• Experienced in IT support , with prior experience in a supervisory or leadership role .
• Strong interpersonal skills, able to motivate and mentor team members.
• Proficient in troubleshooting common IT issues , with a solid understanding of:
• Operating systems (Windows, iOS).
• Networking fundamentals (IP addresses, Wi-Fi, LAN/WAN).
• Productivity tools (Microsoft Office, Azure, M365).
• Hardware troubleshooting (printers, monitors, peripherals).
• Problem-solving mindset , with the ability to analyze trends and implement solutions proactively.
• Organized and detail-oriented, capable of managing multiple priorities and ensuring excellent service delivery.

What We Offer:

• Leadership training and development to help you grow in your role.
• A supportive and inclusive workplace where your ideas and contributions are valued.
• Career advancement opportunities within a growing company.
• Competitive salary and benefits package .
• A meaningful role , where you can make a real impact by improving IT support and team performance.

How to Apply:

If you're excited about leading a team, optimizing IT service delivery, and growing your career in IT leadership, we'd love to hear from you!