IT Service Supervisor

Location

San José, Costa Rica

Mission

Lead and manage the IT Level 1 (N1) End User Support service, ensuring high-quality, efficient, and user-centric IT assistance aligned with agreed Service Level Agreements (SLAs). Responsible for overseeing daily support operations, service performance, user satisfaction, ticket lifecycle management, and continuous service improvement, acting as the main point of accountability for workplace IT services.

Responsibilities

Service Management & Governance

• Own and manage the N1 End User Support service.
• Ensure compliance with SLAs, OLAs, and internal service standards.
• Monitor and improve key service KPIs: response time, resolution time, backlog, first contact resolution (FCR), user satisfaction.
• Prepare and present periodic service performance reports.
• Lead service review meetings with stakeholders.
• Drive continuous service improvement initiatives and service maturity evolution.

Team Leadership & Operations

• Lead, coordinate, and develop the N1 support team.
• Organize workload distribution.
• Ensure proper ticket categorization, prioritization, and escalation to N2/N3.
• Promote knowledge management and documentation practices.
• Foster a strong customer-centric culture and high standards of communication.

Incident & Request Management

• Oversee the full lifecycle of incidents and service requests (hardware, software, access, and workplace services) through the ITSM tool.
• Ensure correct prioritization and timely resolution of user issues.
• Manage major incident communication from an end-user perspective (when applicable).
• Reduce recurring incidents through trend analysis and preventive actions.
• Act as an escalation point for complex incidents and provide hands-on support when required to ensure service continuity and SLA compliance.

End User Environment Management

• Supervise workplace services:
  • User account management (joiners, movers, leavers).
  • User access provisioning and deprovisioning in line with corporate IAM policies.
  • Microsoft 365 and collaboration tools support.
  • Endpoint and device support (laptops, mobile devices, peripherals).
  • IT Procurement management
• Ensure compliance with cybersecurity policies in the end-user environment.

Vendor & Stakeholder Management

• Coordinate with external vendors providing support services.
• Ensure vendor performance aligns with contractual SLAs.
• Act as the main interface between business users and technical teams (N2/N3).

Asset & Lifecycle Management

• Supervise IT asset lifecycle (provisioning, replacement, decommissioning).
• Ensure proper tracking of hardware and software inventory.
• Contribute to planning of refresh cycles and workplace standards.

Job Requirements

Desired Education

• Degree in Computer Engineering or Telecommunications, IT vocational training or similar

Complementary education

• ITIL Foundation (mandatory).
• ITIL Intermediate or Service Management certifications (valuable).

What we offer

• Career opportunities and professional development in a growing multinational company with a team highly qualified.
• Permanent contract.
• Full working day.
• Hybrid work model.

Zelestra celebrates the diversity of thought and experience that comes from a variety of backgrounds including, but not limited to, gender, age, ethnicity... Our mission is to contribute to a more just and equitable society.

JR2929

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