JUNIOR HELPDESK IT SUPPORT SUPERVISOR

Description

This position is aimed at an IT support technician with extensive experience in managing incidents across different levels, who has had the opportunity to perform the role of supervisor for a team of technicians—even if not necessarily over an extended period. Within our organization, you will have the opportunity to grow into this role, primarily carrying out supervisory duties and only occasionally handling incident resolution tasks. \- Operational Supervision: Monitor team performance (calls, chats, tickets) in real time and ensure achievement of objectives. \- Quality Control: Review interactions (calls, chats, and emails) to assess service quality, provide feedback, and conduct coaching actions based on quality indicators. \- Training and Development: Train new agents, coordinate training initiatives, and promote individual and collective team growth. \- Operational Management and Escalations: Resolve incidents or requests exceeding first-level scope, manage client conflicts or critical situations, and act as the liaison between agents and the manager regarding operational or urgent matters. \- Analysis, Reporting, and Continuous Improvement: Prepare reports, analyze data, and propose process and operational improvements. \- Workload Management: Distribute tickets and calls according to skills and priorities, balance operational workload, and suggest schedule or assignment adjustments when necessary. \- Team Climate and Culture: Foster a positive and collaborative work environment, ensure the team has the necessary resources, and maintain alignment with SOSMATIC’s DNA and values. \- Technical Support and Collaboration: Provide support in resolving complex technical incidents alongside the manager and report recurring bugs or issues to the development team. * Minimum 6 months’ experience. Although prior experience as a supervisor is mandatory, it need not be extensive. * Higher Vocational Training Certificate (FP Grado Superior) * Catalan (spoken and written: advanced) * Spanish (spoken and written: advanced) * English (spoken and written: intermediate) * Permanent employment contract * Full-time working hours * Gross monthly salary ranging from '1500' to '1750' * Additional relevant information: Working hours: Monday to Friday, 8:00–16:30\. Hybrid model: 3 days per week in the office. Salary: €18,000 \+ €3,000 gross annual bonus in the first year. After 12–18 months: €19,000 \+ €3,000.