Detalle de la Oferta

Descripción de la Oferta

Euronet is looking for an experienced and dedicated IT Support Supervisor to lead our IT support team. The IT Support Supervisor will oversee daily operations of the IT support function, ensuring high-quality service delivery, managing team performance, and facilitating effective issue resolution. This role requires strong leadership skills, a deep understanding of IT systems, and excellent problem-solving abilities.

Key Responsibilities:

• Team Management: Supervise and lead a team of IT support technicians, including Level 1 and Level 2 support staff. Provide coaching, mentorship, and performance evaluations. Foster a collaborative and productive team environment.
• Incident Management: Oversee the management and resolution of IT support incidents and service requests. Ensure that issues are escalated appropriately and resolved within established service level agreements (SLAs).
• Operational Oversight: Monitor and manage daily IT support operations, including ticketing systems, support workflows, and resource allocation. Ensure that support activities are performed efficiently and effectively.
• Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of IT support services. Develop and update support procedures, knowledge base articles, and documentation.
• Customer Service: Ensure a high level of customer satisfaction by maintaining and improving service quality. Address complex or escalated user issues and manage user expectations effectively.
• Training and Development: Develop and deliver training programs for IT support staff. Ensure that team members have the necessary skills and knowledge to perform their roles effectively.
• Reporting and Analysis: Generate and analyze reports on support performance, including incident metrics, resolution times, and user satisfaction. Use data to drive improvements and make informed decisions.
• Coordination and Communication: Act as the liaison between IT support and other departments. Communicate effectively with stakeholders, including end-users, management, and external vendors.
• Resource Management: Manage the allocation of resources, including staffing, tools, and equipment. Ensure that the team has the necessary resources to perform their duties.
• Project Support: Participate in IT projects as needed, providing support and coordination for initiatives that impact IT support services.

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience. Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified Professional) are a plus.
• Experience: 5+ years of experience in IT support, with at least 2 years in a supervisory or leadership role. Experience managing a team and overseeing IT support operations is required.
• Technical Skills: Strong understanding of IT systems, hardware, software, and network technologies. Experience with ticketing systems (e.g., ServiceNow, Zendesk) and IT service management practices.
• Leadership Skills: Proven leadership abilities, including team management, coaching, and performance evaluation. Strong interpersonal skills and the ability to motivate and develop team members.
• Problem-Solving: Excellent problem-solving skills with the ability to address complex technical issues and manage escalations effectively.
• Communication Skills: Strong verbal and written communication skills. Ability to convey technical information to non-technical users and collaborate with stakeholders at all levels.
• Organizational Skills: Ability to manage multiple priorities and projects in a fast-paced environment. Strong attention to detail and accuracy.

Benefits
• Life insurance
• Partial Medical insurance
• Tuition Assistance
• Employee Stock Purchase Plan
• Growth Opportunities

Experiencia Requerida

Educación Superior

Lenguajes