IT Support Team Lead

hace 2 días


Bogotá, Bogotá D.E., Colombia Seligo Tech A tiempo completo

Seligo Tech is seeking a skilled IT Support Team Lead to lead our L2 Technical Support and requirements team. This role supports our corporate business with technical requirements, offering world-class service, and driving permanent improvement initiatives.

Key Responsibilities:

  • Lead, mentor, and guide the team to achieve high performance
  • Create KPIs and monitor progress to achieve targets
  • Handle customer escalations, resolving complex technical issues promptly and effectively
  • Evaluate and redefine support processes, implementing best practices and tools to optimize efficiency and effectiveness
  • Collaborate closely with other departments, ensuring good communication and addressing customer needs
  • Provide technical and integration support, responsible for incidents, requests, and problems until cases are resolved

Requirements:

  • Bachelor's degree in computer science, information technology, engineering, or a related field
  • 7+ years of experience in technical support, customer service, or a similar role
  • Strong leadership, communication, problem-solving, and customer service skills
  • 4 years of proven experience with API calls, logs, and SQL – Mandatory
  • At least 2 years' experience as a technical team leader and working with global customers
  • Experience with Help Desk ticketing system management, ticketing routing, and maintaining a high level of service according to SLA and KPIs
  • Proficiency in English (C1)

Benefits:

  • Competitive salary: $13,000,000 (negotiable)
  • Permanent contract
  • Hybrid work mode in Bogota


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