Help Desk Supervisor

Description

Position Summary: Leads and coordinates the IT Help Desk operations, ensuring operational continuity of technology services, managing incidents, and leading teams. Key Highlights: 1. IT Help Desk Supervision and Coordination 2. Incident Management and Escalations 3. Technical Support Team Leadership Join Stefanini! At Stefanini, we are over 30\.000 brilliant minds connected from 41 countries, doing what we love and co\-creating a better future. You definitely don’t want to miss out! Help Desk Supervisor! Why will we choose you? Because the challenges you’ll take on reflect your ambitions! **Responsibilities and Authorities** **Position Objective** ---------------------- Supervise and coordinate IT Help Desk operations, ensuring operational continuity of SQM’s technology services, guaranteeing SLA compliance, efficient user support, incident and escalation management, as well as leading the support team according to corporate and information security standards. This position requires advanced English proficiency—both oral and written—for interaction with international vendors, regional support, and technical documentation. **Main Functions** ------------------------- * Supervise daily Help Desk and technical support team operations. * Monitor and ensure compliance with SLAs and KPIs defined by SQM. * Coordinate handling and resolution of critical incidents and IT requests. * Manage technical escalations to higher tiers and external vendors. * Administer and control ticketing and monitoring tools. * Prepare management reports and operational metrics. * Lead follow-up meetings with internal clients and user departments. * Manage operational continuity of IT services in corporate and field environments. * Ensure compliance with cybersecurity, quality, and operational safety policies. * Coordinate shifts, task assignments, and team operational coverage. * Participate in continuous improvement and digital transformation initiatives. * Maintain effective English communication with vendors and global teams. * Train and provide technical support to the support team. **Position Requirements** ------------------------ ### **Academic Qualifications** * Bachelor’s degree in Computer Engineering, Execution Engineering, Higher Technical Degree in IT, or related field. ### **Experience** * Minimum 3–5 years in IT support or Help Desk roles. * At least 2 years leading technical support teams. * Experience in high-demand corporate environments requiring operational continuity. * Desired experience in mining or productive industries. ### **Technical Knowledge** * ITIL Foundation (certification desirable). * Incident, request, and problem management. * ITSM tools (ServiceNow, Remedy, Jira Service Management, or others). * Basic IT infrastructure administration and N1/N2 support\. * Microsoft 365, Active Directory, networks, and collaborative platforms. * IT asset management and inventory control. * Report generation and indicator analysis. ### **Languages** * **Advanced English required (bilingual).** Ability to conduct meetings, draft reports, and communicate with international teams. **Competencies** ---------------- * Leadership and team management. * Customer orientation. * Working under pressure. * Analytical ability and problem-solving. * Effective communication. * Organization and planning. * Decision-making. * Proactivity and continuous improvement. **Desirable Conditions** ------------------------- * Experience supporting VIP or executive users. * Experience in 24x7 operations. * Knowledge of industrial/mining environments. * Valid Class B driver’s license. * Availability for travel or site visits. **Management Indicators (KPIs)** -------------------------------- * SLA compliance. * Average resolution time. * User satisfaction level. * Incident recurrence rate. * Operational coverage compliance. * IT service availability. **Requirements and Qualifications** ### **Experience** * Minimum 3–5 years in IT support or Help Desk roles. * At least 2 years leading technical support teams. * Experience in high-demand corporate environments requiring operational continuity. * Desired experience in mining or productive industries. ### **Technical Knowledge** * ITIL Foundation (certification desirable). * Incident, request, and problem management. * ITSM tools (ServiceNow, Remedy, Jira Service Management, or others). * Basic IT infrastructure administration and N1/N2 support\. * Microsoft 365, Active Directory, networks, and collaborative platforms. * IT asset management and inventory control. * Report generation and indicator analysis. ### **Languages** * **Advanced English required (bilingual).** Ability to conduct meetings, draft reports, and communicate with international teams. Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, at Stefanini we transform tomorrow—together. Here, every action counts and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you’re a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we’re exactly what you’re looking for. Come and build a better future—with us!