Service Desk Manager

Hello there At OpenWorks, we are actively seeking a Service Desk Manager for one of our clients. This is a hybrid position (3 days in-office, 2 days remote), open in Bogotá, Colombia. The position is offered under a full-time, indefinite contract, and compensation is based on your monthly expectations.

This company based in the United Kingdom operates within the Cloud Services industry, offering cutting-edge infrastructure and support solutions for clients around the globe. With a focus on performance, reliability, and outstanding customer experience, this international team fosters innovation and continuous improvement in their service delivery. The company values operational excellence and high-quality service that exceeds expectations, creating a collaborative and professional environment for their teams.

As the Service Desk Manager, you will lead the technical service team to deliver top-tier customer support, ensuring smooth and timely client service delivery while keeping quality and efficiency at the core. You will oversee daily service desk operations, manage escalations, and continuously improve internal processes. You'll work alongside other Service Delivery Managers and report directly to the Head of Service. You'll also be deeply involved in team coordination, reporting, and quality assurance—driving a proactive approach to service excellence.

ABOUT THE ROLE

• Type of contract: Full-time (Término Indefinido)
• Salary: You set up your monthly expectation
• Benefits: Colombian legal benefits + growth opportunities. Also, possibility of traveling to South Africa to visit one of the offices
• Working Hours: 9-hour shifts between the hours of 8am and 5pm, Monday to Friday (including lunch hour).

What You'll Do

• Manage workflow, load, and quality of service desk operations to ensure a 7-star customer experience
• Guarantee accuracy across the service desk platform, including tickets, tasks, and todos
• Ensure inbound channels are active, operational, and adequately staffed
• Oversee critical incident and escalation management
• Lead process adherence and service delivery procedures
• Take charge of scheduling and dispatch management to maintain 24/7 coverage
• Provide weekly and monthly performance reporting
• Drive continuous improvement across systems and support processes
• Aid in customer satisfaction and retention
• Work alongside other Service Delivery Managers and report directly to the Head of Service
• Handle client communication, particularly for P1 incident response
• Monitor team performance, quality assurance, and availability

Minimum Qualifications

• 5+ years in a Service Desk/Helpdesk Manager role leading teams of 5-20 people
• Advanced English (C1/C2 level) and excellent verbal and written communication skills (international audience)
• Proven background in 24×7 service environments
• ITIL 4 certification (ideally Professional level; v3 accepted or in-progress)
• Prior experience in MSPs (Managed Service Providers) is highly preferred
• Experience managing service/support desks with shift and scheduling oversight
• Familiarity with client-facing communication and service delivery coordination
• Understanding of QA processes and standards
• Exposure to technical terminology and financial clients (hedge funds, asset managers) is a plus
• Customer-centric mindset with strong analytical thinking
• Team player with a proactive, positive attitude
• Obsessed with detail and quality
• Fast learner with a growth mindset
• Highly dependable and self-motivated

BENEFITS

• Salary open to negotiation You set up your expectation.
• Hybrid work model: 3 days in-office, 2 remote (offices in Parque 93)
• All Colombian employment benefits included
• Company encourages internal growth and cross-departmental moves. May evolve into Head of Service by region in the future
• Possibility of traveling to South Africa to visit one of the offices

Don't miss out on the chance to lead a dynamic team and drive impactful service improvements—while advancing your career in the cloud services industry

• Mid-Senior level

• Full-time

• Information Technology

• IT Services and IT Consulting and Outsourcing and Offshoring Consulting