Technical Support Operations Manager

hace 5 días


Bogotá, Bogotá D.E., Colombia Alexandra Lozano Immigration Law Pllc A tiempo completo

About the Role:

We are seeking an experienced and highly skilled IT Service Delivery Leader to oversee and optimize our Help Desk operations. The ideal candidate will have a strong background in IT service management, help desk operations, and service delivery best practices.

Key Responsibilities:

  • Lead the Help Desk team, ensuring efficient handling of IT support requests and incidents.
  • Oversee the help desk platform and optimize workflows to enhance productivity.
  • Establish and enforce best practices for incident management, request fulfillment, and user support.
  • Ensure the Help Desk team meets SLAs and KPIs.
  • Monitor ticket resolution performance, identify trends, and implement service improvement initiatives.

Requirements:

  • 5+ years of experience in leading IT service delivery, help desk leadership, or technical support management.
  • Hands-on experience managing IT support teams and optimizing service desk operations.
  • Strong knowledge of incident management, escalation handling, and SLA monitoring.
  • Experience with help desk platforms such as ServiceNow, Zendesk, Jira Service Management, or Freshdesk.


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