Service Desk Supervisor

Description

Summary: Seeking an IT professional to lead a Service Desk team, provide competent support to end users, and drive continuous service improvement and customer satisfaction. Highlights: 1. Lead and mentor a Service Desk team, fostering teamwork and service excellence. 2. Be the primary point of contact for IT issues and ensure high-quality support. 3. Drive continuous service improvement and optimize customer satisfaction. Company: B. Braun Business Service Job Posting Location: Bogotá, Bogotá, Colombia Functional Area: Information Technology Working Model: Hybrid Requisition ID: 13759 You’re an important part of our future. Hopefully, we're also a part of yours! At B. Braun, we protect and improve the health of people worldwide. This is also our vision for IT. You see technology as an opportunity, and you develop solutions that secure our business in the long term, we would like to implement the digital transformation of B. Braun with you. With fresh ideas, drive and team spirit, we are working to launch the medical technology of tomorrow and safeguard the healthcare of the future. Together. That's Sharing Expertise. **Purpose of the Position** Responsible for the provision of competent, service\-oriented support to end users as primary point of contact for the internal company Service and Support Desk **Responsibilities****(Please describe the main responsibilities of the position: what you do, through what means, and why you do it.)** Help to set up and manage a team of Service Desk Agents including but not limited to disciplinary management, training, mentoring and leadership of said personnel. * Provide a competent, service\-oriented Service Desk to end users as a primary point of contact for all information technology issues and problems. * Monitor the effectiveness of the team against SLA/KPI’s, driving through change as needed to deliver continual service improvement. * Ensure operational procedures and practices are well defined, documented and consistently applied within the team. * Represent the first stage of escalation for incidents should these not be resolvable within the agreed Service Levels. * Install a high\-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues. * Ensure new employees are on\-boarded with seamless handover / transition into service. * Ensure the team is skilled and trained to enable them to deliver high quality service and support. * Demand consistent customer feedback and respond appropriate to feedback on areas for improvement. * Identify optimization potential to continuously increase customer satisfaction and Service Desk quality. * Grow professionally through on\-going training activities and continued learning * **Academy career** **Type****Describe****Mandatory / Desirable** High School **/** Professional career **System Engineer, Educational degree/certificate in an information technology related field will be a plus** **/** Postgraduate **Mercadeo. Ventas, Gestion de Proyectos, MBA** **/** other (s) **Knowledge of computer systems, hardware, software and peripheral equipment, Basic network skills.** **/** Become part of a corporate culture that actively promotes constructive exchanges between colleagues, customers and partners. Work with us to improve people's lives around the world.