IT Service Center Manager

hace 4 semanas


Medellín, Antioquia, Colombia Tech And Solve A tiempo completo
Job Description

At Tech And Solve, we are seeking a highly skilled IT Service Center Manager to oversee our daily technical support operations. This role is responsible for addressing issues related to hardware, software, networks, and security, ensuring the smooth functioning of our IT services.

Key Responsibilities
  • Manage daily technical support operations, including desktop management support and virtual workstations.
  • Oversee the resolution of hardware, software, network, and security issues.
  • Ensure the smooth functioning of IT services, including process improvement, root cause analysis, and trend analysis.
  • Supervise and lead a team of technical support specialists, providing guidance and support as needed.
  • Develop and implement process improvements to increase efficiency and effectiveness.
Requirements
  • Bachelor's degree in Computer Science or related field (or equivalent work experience).
  • 3+ years of experience in IT service center/help desk operations.
  • Supervisory or team leadership experience preferred.
  • Experience in Microsoft environments and strong customer service skills.
  • Ability to multitask, prioritize, and manage multiple projects in a fast-paced environment.
  • Experience in process improvement, root cause analysis, and trend analysis.
  • Familiarity with ITIL, service metrics, and reporting.
  • Knowledge of Windows and Mac operating systems.
  • Strong communication and problem-solving skills.
Preferred Skills
  • Experience in managing supplier services using KPIs and SLAs.
  • ITIL certification and experience with service management tools such as BMC Remedy.
  • Ability to work flexible hours, including afternoons and evenings.
About Tech And Solve

We are a Paisa/Colombian company dedicated to the development of custom software for clients in the retail, financial, and services sectors. Our culture is built on the genuine desire for progress, teamwork, and collaborative construction. We like to surprise by exceeding expectations and prepare to do so. We explore multiple alternatives to find simple and valuable solutions.


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