Service Desk Lead

hace 5 meses

Bogota, Colombia ConvaTec A tiempo completo

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Group revenues in 2022 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC).

At Convatec, we’re transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. We’re aiming for nothing short of excellence. Join us on our journey to #ForeverCaring as the Head of Integration, and you’ll do the same.

Our search for better is changing the lives of our customers. It’s changing the careers of our people too - creating new challenges and opportunities all the time. We’re a business that never stands still. Join us on our journey to #ForeverCaring as the Service Desk Lead - AMER, and you won’t either

**Job Summary**

**Key Duties and Responsibilities**
- Oversee and supervise the rota of Service Desk Technicians in your assigned region (EMEA, APAC, or AMERICAS) to ensure coverage and efficiency.
- Develop and maintain a comprehensive exit strategy for team members, ensuring a smooth transition of responsibilities when team members leave the organization.
- Establish and supervise a robust backup system to cover team members' annual and sickness leaves, ensuring mínimal disruption to service desk operations.
- Monitor and ensure that the entire global team adheres to Service Level Agreements (SLAs), delivering timely support and meeting performance targets.
- Leverage your experience with the ServiceNow ticketing system to optimize incident management and reporting.
- Coordinate P1 and P2 incidents, including organizing bridge calls for incident escalation and resolution.
- Possess excellent communication skills to interact with a global team, stakeholders, and users, ensuring clarity and effective collaboration.
- Provide comprehensive and detailed handover documentation each day to the next Regional Team Lead, ensuring a smooth transition of responsibilities.
- Utilize your background in a technical role to guide and mentor Service Desk Technicians, aiding them in complex issue resolution and promoting technical growth.
- Collaborate with the Global Service Desk Manager and Service Desk Improvement Lead to identify and develop improved ways of working, contributing to enhanced service quality.
- Create and maintain knowledge articles to ensure the availability of a well-documented and easily accessible repository of information for both technicians and end-users.
- Collaborate with regional and global stakeholders to understand IT support needs and priorities.
- Develop and implement IT service desk policies, procedures, and best practices.
- Monitor and analyse service desk performance metrics, identifying areas for improvement and implementing corrective actions.
- Act as a point of escalation for complex technical issues and customer concerns.
- Coordinate with other IT teams to ensure timely resolution of incidents and service requests.
- Provide coaching and development opportunities for team members to enhance their technical skills and customer service capabilities.
- Ensure compliance with IT security policies and data protection regulations.
- Prepare and present regular reports on service desk performance to senior management.
- Foster a culture of continuous improvement within the team.
- Act as a liaison and spokesperson for ITIL processes to the team, ensuring adherence to ITIL best practices.
- Be part of an on-call rota for weekend support

**About You**

**Qualification & Experience**
- Technical Experience: A minimum of 4 years of experience in technical or similar IT roles, with a strong understanding of IT systems and processes.
- ServiceNow Proficiency: Expertise in the use of the ServiceNow ticketing system and incident management.
- Leadership Skills: Proven leadership abilities with a background in providing guidance and support to a team. supervising teams, providing guidance, and mentorship.
- Global Service Desk Experience: Previous experience in a global Service Desk environment is a plus.
- Bachelor’s degree in Information Technology or a related field (or equivalent experience)
- Proven experience in IT service desk operations
- Strong technical knowledge of IT systems, hardware, and software
- Proficiency in IT service management tools and ticketing systems (e.g., ServiceNow, Jira)
- Familiarity with ITIL or other IT service management frameworks
- Good communication and interpersonal s

  • IT Service Desk Team Lead

    hace 5 meses

    Bogota, Colombia Emapta A tiempo completo

    **Job Information**: Job Family **IT*** Work Arrangement **Onsite*** City **Usaquen*** State/Province **Distrito Capital de Bogotá*** Country **Colombia*** **Boost Your Career: Discover the Top 3 Reasons Why Leading Our IT Service Desk Team is the Dream Opportunity!** Are you ready to redefine your professional journey? Join our dynamic team as...

  • Senior Service Desk Technician

    hace 5 meses

    Bogota, Colombia ConvaTec A tiempo completo

    Change is everywhere at Convatec. It’s transforming our business, and helping us improve millions of lives. And we’re nowhere near finished. Across every part of our business, we’re pushing for better. Join us on our journey to #ForeverCaring as a Senior Service Desk Technician, and you’ll do the same. **About the Role** As a Senior Service Desk...

  • Senior Service Desk Technician

    hace 5 meses

    Bogota, Colombia ConvaTec A tiempo completo

    Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services...

  • IT Service Desk Analyst

    hace 5 meses

    Bogota, Colombia Kaplan A tiempo completo

    Job Description We are seeking a highly skilled and motivated IT Service Desk Analyst to join our Global IT team, based in our Bogota office. In this pivotal role, you will tackle IT issues of varying complexities across a broad range of systems, providing both first and second-line support for onsite staff and international remote teams. As a team leader,...

  • Service Desk

    hace 5 meses

    Bogota, Colombia Netlogistik A tiempo completo

    _**netLogistik**_ **es una empresa dedicada a brindar servicios de Tecnología para la cadena de suministro, buscando siempre dar un valor agregado a nuestros clientes y actualmente nos encontramos en el #23 **_**de Top Companies en expansión.**_ Escolaridad: Ing. en sistemas o carreras a fin (concluida) Experiência: Al menos 1 año atendiendo clientes...

  • Service Desk Technician

    hace 5 meses

    Bogota, Colombia ConvaTec A tiempo completo

    Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services...

  • Service Desk

    hace 2 meses

    Bogota, Colombia Netlogistik A tiempo completo

    _**netLogistik**_ **es una empresa dedicada a brindar servicios de Tecnología para la cadena de suministro, buscando siempre dar un valor agregado a nuestros clientes y actualmente nos encontramos en el #23 **_**de Top Companies en expansión.**_Escolaridad: Ing. en sistemas o carreras a fin (concluida)Experiência: Al menos 1 año atendiendo clientes en un...

  • IT Service Desk Shift Lead

    hace 5 meses

    Bogota, Colombia Emapta A tiempo completo

    **Job Information**: Job Family **IT*** Work Arrangement **Onsite*** City **Usaquen*** State/Province **Distrito Capital de Bogotá*** Country **Colombia*** **Elevate Your Career with Emapta: Where Innovation Meets Opportunity** Experience the pinnacle of outsourcing success with Emapta. Boasting over a decade of industry mastery across six...

  • Service Desk Technician

    hace 5 meses

    Bogota, Colombia Kaplan A tiempo completo

    Job Title Service Desk Technician **Job Description**: We are looking for a motivated and experienced full time IT Service Desk Technician who is looking to take the next step in their career in a dynamic and international business setting. Your role will be to resolve IT issues of varying complexities, across a range of IT systems for onsite staff as well...

  • Service Desk Agent

    hace 5 meses

    Bogota, Colombia Global People A tiempo completo

    Our Service Desk Agents are the first point of contact for our international clients. No two days will be the same as you’ll be proactively problem solving any customer issues that come your way or escalating them as appropriate. At Global People we’re committed to developing, retaining, and promoting diverse talent. We want to help you grow your...

  • Team Lead, Global Service Desk

    hace 5 meses

    Bogota, Colombia Equinix A tiempo completo

    Team Lead, Global Service Desk Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global...

  • Knowledge Management y Service Desk

    hace 5 meses

    Bogota, Colombia SERVICIOS LATAN A tiempo completo

    Servicio LATAM, Importante Compañía de Tecnología con presencia en más de 11 países prestando servicios de soporte IT, Help Desk, mantenimiento preventivos, Instalaciones, Network. Requiere Knowledge Management y Service Desk con mas de 2 años de experiência en servicio de administración del módulo y proceso de knowledege realizando el apoyo en...

  • Front Desk Supervisor

    hace 7 meses

    Bogota, Colombia Hilton A tiempo completo

    Front Desk Supervisor A Front Desk Supervisor supervises the activities managed at the hotel front desk, including check-in/check-out, Guest requests, concierge services and promotion of in-house activities. **What will I be doing?** As a Front Desk Supervisor, you will oversee the front office activities between the Guest, the hotel, and the various...

  • Service Desk Agent-15

    hace 5 meses

    Bogota, Colombia Rappi A tiempo completo

    ¡Oye, es hora de que te unas a nosotros para mostrarle al mundo que somos la empresa que está cambiando paradigmas, donde revolucionamos las horas, los minutos y los segundos! ¿Quieres saber por qué Rappi? - ️ VEMOS OPORTUNIDADES donde otros ven problemas; - ️ VEMOS CERCANIA donde otros ven distancia; - ️ VEMOS ADRENALINA donde otros ven...

  • Front Desk Supervisor

    hace 7 meses

    Bogota, Colombia Hilton A tiempo completo

    A Front Desk Supervisor supervises the activities managed at the hotel front desk, including check-in/check-out, Guest requests, concierge services and promotion of in-house activities. **What will I be doing?** As a Front Desk Supervisor, you will oversee the front office activities between the Guest, the hotel, and the various hotel departments. A Front...

  • Service Desk Agent-13

    hace 1 mes

    Bogota, Colombia Rappi A tiempo completo

    ¡Oye, es hora de que te unas a nosotros para mostrarle al mundo que somos la empresa que está cambiando paradigmas, donde revolucionamos las horas, los minutos y los segundos!¿Quieres saber por qué Rappi?- ️ VEMOS OPORTUNIDADES donde otros ven problemas;- ️ VEMOS CERCANIA donde otros ven distancia;- ️ VEMOS ADRENALINA donde otros ven...

  • Agente de Service Desk

    hace 5 meses

    Bogota, Colombia SONDA IT A tiempo completo

    **Vive la experiência SONDA** **¡Aquí transformas tu carrera!** **¿Por qué ser parte de SONDA?** Porque al igual que tú, amamos lo que hacemos, tenemos pasión por la innovación y estamos convencidos de que a través del conocimiento y de la tecnología no solo vamos a transformar los negocios de nuestros clientes, sino también el futuro. En...

  • Agente de Service Desk

    hace 5 meses

    Bogota, Colombia SONDA IT A tiempo completo

    **Vive la experiência SONDA** **¡Aquí transformas tu carrera!** **¿Por qué ser parte de SONDA?** Porque al igual que tú, amamos lo que hacemos, tenemos pasión por la innovación y estamos convencidos de que a través del conocimiento y de la tecnología no solo vamos a transformar los negocios de nuestros clientes, sino también el futuro. En...

  • Agente de Service Desk

    hace 2 meses

    Bogota, Colombia SONDA IT A tiempo completo

    **Vive la experiência SONDA****¡Aquí transformas tu carrera!****¿Por qué ser parte de SONDA?**Porque al igual que tú, amamos lo que hacemos, tenemos pasión por la innovación y estamos convencidos de que a través del conocimiento y de la tecnología no solo vamos a transformar los negocios de nuestros clientes, sino también el futuro.En SONDA...

  • Agente de Service Desk

    hace 5 meses

    Bogota, Colombia SONDA IT A tiempo completo

    **Vive la experiência SONDA** **¡Aquí transformas tu carrera!** **¿Por qué ser parte de SONDA?** Porque al igual que tú, amamos lo que hacemos, tenemos pasión por la innovación y estamos convencidos de que a través del conocimiento y de la tecnología no solo vamos a transformar los negocios de nuestros clientes, sino también el futuro. En...