End User Computing Supervisor

About the role

The End User Computing Supervisor leads the International IT Helpdesk team, ensuring they are equipped, knowledgeable, and able to process tickets and follow escalation procedures efficiently.

Key responsibilities

• Orient, train and communicate duties to all International Helpdesk staff.
• Conduct periodic simulations to test team response to major incidents.
• Monitor ticketing system, provide high‑level technical support, and ensure timely updates via email, phone, or instant messaging.
• Review open tickets at shift start, give clear instructions, and guarantee rapid ticket processing.
• Track attendance, overtime and leave; submit bi‑monthly reports to HR and IT managers.
• Balance team schedules, enforce sanctions when needed, and approve overtime and leave requests.
• Evaluate performance of regular and non‑regular Helpdesk employees and submit ratings to senior management.
• Conduct preliminary interviews for new Helpdesk candidates and forward qualified applicants to the IT Manager.

Required profile

• College graduate in IT or related field (or equivalent).
• 2–4 years of experience in applied IT, helpdesk, or related environments.
• Demonstrated ability to supervise and develop a multicultural support team.

Required skills

• Proficiency with ticketing systems.
• Experience using instant‑messaging tools such as Skype and Google Talk.
• Strong written and verbal communication for email, phone, and chat updates.