IT Service Desk Supervisor

Information Technology
1900000005 Requisition #
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 IT Service Desk Supervisor

Information Technology Senior Associate or Specialist

Have you led before a first-level and end-user requests in a service center in multinational environments?


Background: We are looking for a Service Desk Supervisor who will be responsible for leading and advancing the first-level service and support of end-user service requests and information technology incidents at the IDB Group Service Center in Costa Rica. 

We require you to have strong managerial skills, and a deep dedication to end-user satisfaction and experience in driving process improvement.


You are highly motivated, and you are a guide in quality and customer service management to provide effective customer experience and meet requirements. You have practice in operationalizing IT governance and service delivery models based on ITIL and ISO.


As a Service Desk Supervisor, you are responsible for maintaining the accreditations of the service center and ensuring the staff are meeting and exceeding expectations regarding performance, defined metrics and benchmarks.


The Team:


We are responsible for formulating the Bank’s IT Strategy, its implementation and providing related tools, solutions and services. We are also the focal point for all IT services (infrastructure and applications), architecture, policies and security for the IDB.


Our department is made up of six groups, the IT Policy and Planning (IPP) and IT Operations (ITO) divisions and four Business Partners areas that serve as liaison between ITE and all the Bank Operational and Corporate functions to implement solutions for the Bank and the region.



What you’ll do:

  • Supervise the staff of the service desk, including motivating the team, preparing overall performance evaluations and training program. Develop, handle, measure and report on key service-level metrics. 
  • Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes. 
  • Build and be an excellent partner with all IT units in order to ensure the achievement in IT-delivered services and end-user productivity.
  • Handle on-site relationship with IT vendor and sourcing companies.
  • Demonstrate service desk standard methodologies and process frameworks, such as the ITIL and ISO 9001, to drive continual process improvement.
  • Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and operational efficiency.
  • Maintain the service desk accreditations.

What you’ll need:


Citizenship: You are a citizen of one of our 48-member countries. We may offer assistance with relocation and visa applications for you and your eligible dependents. 


Consanguinity: You have no family members (up to fourth degree of consanguinity and second degree of affinity, including spouse) working at the IDB Group.


Education: You hold a bachelor’s degree (master´s degree or equivalent preferred) in Information Technology, Business Administration, Engineering Management or related fields. 
• Your ITIL and other ITSM certifications are highly desirable.


Experience: You have at least 4 years of experience in service management. You have at least three years leading an IT service and support function in an environment similar in size and complexity. You are able to lead a culturally diverse team.


Languages: You are fluent (written and oral) in both English and Spanish. Your Fluency in Portuguese and- or French is a plus.


Link to Technical Competencies (← please Ctrl + Click)

Link to Core Competencies (← please Ctrl + Click)


Opportunity Summary: 
Type of contract: Fixed-term
Length of contract: Three years
Starting date: Upon agreement with the candidate
Location: San Jose, Costa Rica


Our culture: Our people are committed and passionate about improving lives in Latin-America and the Caribbean, and they get to do what they love in a diverse, collaborative and stimulating work environment. We are the first Latin American and Caribbean development institution to be awarded the EDGE certification, recognizing our strong commitment to gender equality. As an employee you can be part of internal resource groups that connect our diverse community around common interests. 


We encourage women, afro-descendants, people of indigenous origins, and persons with disabilities to apply. 


About us: At the IDB, we’re committed to improving lives. Since 1959, we’ve been a leading source of long-term financing for economic, social, and institutional development in Latin America and the Caribbean. We do more than lending though. We partner with our 48-member countries to provide Latin America and the Caribbean with cutting-edge research about relevant development issues, policy advice to inform their decisions, and technical assistance to improve on the planning and execution of projects. For this, we need people who not only have the right skills, but also are passionate about improving lives. 


The IDB offers a competitive remuneration and benefits package. 
Our team in Human Resources carefully reviews all applications. 


A candidate has been pre-identified for this position and may apply. However, this remains a competitive process and other qualified candidates are encouraged to apply and will be duly considered.

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