Operations Supervisor – IT Services

About the role

This Operations Supervisor oversees support-level employees and provides IT infrastructure expertise to ensure operational excellence and compliance with SLAs. The role acts as an escalation point for complex operational issues, maintains customer relationships and collaborates on scalable backup solutions. It is a full-time position based in Heredia.

Key responsibilities

• Monitor and guarantee the achievement of team objectives and contractual commitments such as SLAs and service delivery targets.
• Provide expertise for IT infrastructure, application infrastructure and related services throughout the deal lifecycle, in line with contract terms and technical standards.
• Oversee the day-to-day activities of support staff, ensuring compliance with policies and prioritizing tasks to meet team goals.
• Lead a team of non-exempt contributors, offering coaching and guidance.
• Advise management and peers on significant matters within the area of responsibility.
• Collaborate on scalable backup designs, solutions and policy recommendations.
• Act as escalation point for complex operational issues and maintain customer relationships with other functional managers.
• Manage technical and service relationships between clients, customers and subcontractors/vendors.
• Lead customer and internal projects, including transformation initiatives.

Required profile

• Four-year degree in Computer Science, Engineering, Business Administration or a related field, or commensurate experience and demonstrated competence.
• Typically 2-4 years of job-related experience and 0-2 years of management experience, preferably in maintenance, quality or a related field.
• Preferred certifications: ITIL and PMP.

Required skills

• Agile methodology, Scrum and DevOps
• Amazon Web Services, Microsoft Azure, Linux, SAP applications
• ITIL, IT service management, auditing, automation, data analysis, project management
• Customer centricity, prioritization, team management and strategic thinking