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Sr. Supervisor Service Delivery

Costa Rica Permanente Descripción de Vacante
Drives team performance, workflow efficiency, and continuous improvement, combining strong leadership, IT support expertise, and a focus on operational excellence and stakeholder satisfaction.

Added 06/04/2026

  • Lead the daily operations of the IT Service Desk.
  • Ensuring timely, professional, and high-quality technical support

Sobre nuestro cliente

The company operates within the medical devices industry and is recognized for its commitment to innovation and excellence. It offers a collaborative environment where technology plays a pivotal role in achieving its mission.

Descripción

  • Lead daily operations of the Advanced Tier Service Desk, ensuring timely resolution of hardware, software, and network issues while owning site-level team performance.
  • Plan schedules, assign priorities, and monitor performance to meet SLAs and drive efficient service delivery.
  • Coach, mentor, and develop team members, including hiring and performance management.
  • Act as escalation point for complex incidents, collaborating cross-functionally to resolve high-impact issues.
  • Monitor ticketing systems, analyze trends, and report on metrics, user satisfaction, and improvement areas.
  • Perform advanced troubleshooting, system maintenance, and monitoring to ensure optimal IT performance.
  • Maintain documentation, knowledge base content, and ensure adherence to IT policies and procedures.

Perfil buscado (Hombre / Mujer)

  • 6-8+ years of IT support experience, including advanced tier technical support, with at least 2+ years in a supervisory or lead role.
  • Strong technical expertise in Windows OS, Microsoft 365, Active Directory, networking concepts, and ITSM tools such as ServiceNow and Jira; relevant certifications (ITIL, ServiceNow, CompTIA, Azure, etc.) are a plus.
  • Proven experience supporting enterprise environments and end-user devices (macOS, iOS, Android), including troubleshooting, configuration, connectivity, and security compliance.
  • Strong leadership, communication, and customer service skills, with the ability to manage multiple priorities, resolve complex issues, and perform effectively under pressure; experience in regulated industries is a plus.

Qué ofrecemos

  • A competitive salary and superior benefits
  • Opportunities to work within the life science industry and contribute to meaningful projects.
  • Professional growth opportunities and exposure to emerging technologies.
Ingresar referencia para vacante
JN-032026-6983026

Descripción de la vacante

Sector
TI
Sub Sector
Soporte de TI
Industria
Technology & Telecoms
Localización
Costa Rica
Tipo de contrato
Permanente
Referencia de la vacante
JN-032026-6983026