Service Desk Supervisor

NEORIS is a Digital Accelerator that helps companies step into the future, with over 20 years of experience as Digital Partners to some of the world’s largest companies. We have more than 4,000 professionals across 11 countries, and a multicultural startup culture where we foster innovation and continuous learning to create high-value solutions for our clients.

We are currently looking for a Service Desk Supervisor

Required Skills:

• Fluent Spanish & English
• Technical Skills:
  • Strong knowledge of ITSM tools (e.g., ServiceNow, Zendesk).
  • Understanding of ITIL principles and processes (incident, problem, request, and change management).
  • Proficiency in analyzing and generating reports with key metrics
• People Management:
  • Leadership skills to motivate and guide the team.
  • Ability to resolve conflicts and handle high-stress situations.
• Communication:
  • Excellent interpersonal skills for interaction with the team and end users.
  • Ability to explain technical concepts in a clear and comprehensible manner.
• Analytical Skills:
  • o Capability to analyze data, identify trends, and propose corrective actions.
  • o Focus on continuous process and service improvement.
• Time Management:
  • Ability to prioritize tasks and ensure balanced workloads for the team.
• Performance Indicators:
  • SLA compliance (response and resolution times).
  • Customer satisfaction (through surveys and feedback).
  • First Contact Resolution (FCR) rate.
  • Ticket resolution/escalation volume.
  • Team turnover and satisfaction levels.
• Education and Experience:
  • ITIL Foundation Certification (mandatory).
  • 2–5 years of Service Desk experience, with 1–2 years in leadership roles.
  • Knowledge of systems administration, networks, and support tools.

We offer:

• 100% Payroll Scheme
• Legal Benefits
• Benefits Package
• Wellness Program
• Professional Development Plan
• Multicultural Collaboration

Come and get to know us at: http://www.neoris.com, or on Facebook, LinkedIn, Twitter, or Instagram @NEORIS.

Brenda Catzin Macedo

#LI-BC2