Job Description:
Join our team as a Service Desk Supervisor and play a key role in shaping an exceptional IT support experience across Italy and Southern Europe. You’ll guide a motivated team, drive service excellence, and make a real impact every day in a dynamic, people‑focused environment. If you’re a proactive leader who loves developing talent and improving service performance, we’d love to meet you. Location: Italy (Cernusco – Hybrid) Role: Service Desk Supervisor Employment Type: Full-time Department: IS – Service Desk Reports To: Service Desk Manager Languages: Italian and English About the Role We are looking for a Service Desk Supervisor to join our Southern Europe team and oversee the delivery of a high‑quality, customer‑focused IT Service Desk operation in Italy. In this role, you will lead, support, and develop a team of Service Desk Technicians, ensuring consistent service excellence, strong incident and request management, and efficient processes aligned with our standards and values. This is an ideal position for someone with strong technical understanding, excellent communication skills, and a genuine passion for developing people while improving service performance. Why Join Us? At UCI, we foster a collaborative, inclusive, and supportive environment where leaders empower their teams to grow. You will have the opportunity to: Influence service quality across the region Lead a motivated team and improve their capability Work closely with Service Delivery, IS teams, and cross‑functional partners Contribute to continuous service improvement and documentation Be part of a dynamic, people‑focused technology culture What You’ll Be Doing Team Leadership & People Management Lead and support the German Service Desk team in day‑to‑day operations. Ensure high-quality communication, ownership, and customer care across all interactions. Coach team members, provide feedback, and address performance issues constructively. Plan and coordinate team training, onboarding, and development activities. Promote teamwork, collaboration, and a positive work environment. Be main support for Support office users and point of contact for cinemas. Service Operations & Technical Oversight Ensure proper triage, diagnosis, and resolution of incidents and service requests. Guarantee adherence to Incident Management, Service Request, and Major Incident procedures. Act as an escalation point for complex or high‑impact issues, including out-of-hours situations when required. Oversee ticket quality, ensuring all cases include sufficient detail for resolution and review. Manage relationships with suppliers and third parties for escalations and onsite visits. Documentation, Processes & Continuous Improvement Create, maintain, and improve knowledge base articles and service documentation. Support monitoring of system and service health across the region. Ensure full compliance with SOX and internal controls. Maintain and support the ITSM platform (ServiceNow). Participate in regional and cross-functional projects as required. Who You Are You are an empathetic, proactive, and organised leader with a passion for IT service excellence. You bring: Skills & Experience Solid understanding of IT systems and troubleshooting. Technical background with experience in: Active Directory / Windows environments LAN/WAN fundamentals Routine installation/configuration of hardware and software Familiarity with corporate applications. Experience with M365 and ServiceNow (desirable; training available). Ability to prioritise, coordinate, and manage workloads in a fast-paced environment. Strong communication skills—clear, friendly, and business‑oriented. Proven ability to resolve problems using data and structured methods. Strong sense of ownership, accountability, and teamwork. Experience with ITIL Foundation is a plus. Our Values (How You Lead) Passion: Seek continuous improvement and aim to exceed expectations. Insight: Apply experience and available tools to restore service quickly. Accountability: Own issues until full resolution and support the team. Respect: Welcome diverse opinions and approaches. Trust: Act with integrity, communicate clearly, and build confidence. Fun: Foster a friendly and enjoyable work environment. What We Offer A supportive, diverse, and inclusive workplace Opportunities to grow your career within IS and Service Delivery Ongoing training and development Competitive salary and benefits A role that allows you to make real impact every day
