Site Support Team Supervisor

2 weeks ago

Copenhagen, Copenhagen, Denmark HCLTech Full time

About the Role

We are seeking a highly skilled and experienced Site Support Team Supervisor to lead our on-site support team in Denmark.

Key Responsibilities

  • Oversee the day-to-day on-site IT support operations to ensure timely and quality incident resolution.
  • Balance team workloads effectively and make real-time adjustments based on support demand.
  • Implement and track KPIs, SLAs, and quality metrics to ensure high service standards.
  • Handle escalations with a sense of urgency and professionalism, maintaining strong user satisfaction.

Requirements

  • A Bachelor's degree in IT, Business Management, or a related field.
  • 5–8 years of experience in IT service operations with 3+ years in a leadership role.
  • Experience managing on-site support teams in a multinational environment.
  • Strong understanding of ITIL frameworks, ServiceNow, and KCS methodology.
  • Excellent communication, interpersonal, and stakeholder management skills.
  • Strong analytical and problem-solving abilities with a proactive mindset.

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