About the Role

The Integral Service Desk Supervisor, is responsible for overseeing daily Level 1 Service Desk operations, ensuring the effective handling of simple to moderate internal user requests related to technical support via phone and email, while serving as a key escalation and leadership point for the team.
This role provides direct supervision, guidance, and operational support to Service Desk Technicians delivering technical assistance for desktop computers, applications, and related technology. The Supervisor ensures consistent service quality, adherence to processes, and compliance with established response and resolution SLAs. The Supervisor is accountable for maintaining high levels of customer satisfaction, supporting service delivery demands, and ensuring operational stability across rotational shifts aligned with global coverage requirements.

Responsibilities

Oversee and support the Service Desk team in the resolution of IT-related incidents and requests, ensuring timely and effective handling when escalations or guidance are required.




Supervise and guide the team in diagnosing and resolving system and application-related incidents, including Windows operating systems and supported software applications.
Ensure accurate, timely, and complete ticket documentation, validating that incidents are properly recorded, updated, and closed in accordance with established processes.
Monitor daily incident management activities, including ticket assignment, queue monitoring, prioritization, resolution tracking, and closure to ensure SLA compliance.
Maintain a high standard of customer service, ensuring users are treated efficiently, professionally, and consistently across all interaction channels.
Provide operational support and direction in resolving recurring or complex system and application issues, including OS, MS Office, and other supported tools.
Coordinate and manage shift coverage and workload distribution, supporting service continuity across rotati

📌 Supervisor, Global Service desk (Medellín)
🏢 Concentrix
📍 Medellín