Help Desk Manager

**Description**:
Hubtek is a company that believes in young talent and seeks to support the development of its employees on a personal and professional level through learning experiences and growth opportunities. We support companies through our Talent, Technology, and Training services.

We have been impacting the world since 2018 and we want to keep pushing ourselves to become the brightest minds in our field and better serve our customers.

Our modern offices are pet-friendly and we provide different amenities such as casual attire, and free beverages. Some of our benefits are health club membership, exercise plan, nutritional plan or home medical services.

The Service Desk Manager plays a crucial role in overseeing and managing the efficient operation of the IT service desk. This role involves leading a team of support professionals, ensuring high-quality service delivery, and implementing best practices to meet organizational IT goals.

Some of your **responsibilities** are but are not limited to:
**Team Leadership**:

- Lead and manage a team of service desk technicians, providing guidance, coaching, and mentorship.
- Foster a positive and collaborative team culture, encouraging continuous improvement and professional development.

**Service Desk Operations**:

- Oversee the day-to-day operations of the service desk, ensuring timely response and resolution of incidents and service requests.
- Implement and optimize service desk processes based on ITIL, utilizing Jira Service Management to enhance efficiency and customer satisfaction.

**Incident and Request Management**:

- Prioritize and escalate incidents and service requests as necessary, ensuring adherence to defined SLAs.
- Collaborate with other IT teams to facilitate the resolution of complex technical issues.

**Tool Management**:

- Manage the utilization and administration of service desk tools, such as Jira Service Management, to streamline processes.
- Stay updated on industry best practices and implement strategies to integrate solutions of Robotic Process Automation (RPA) and APIs into support strategies, collaborating closely with other departments.

**Performance Measurement**:

- Develop and maintain Key Performance Indicators (KPIs) to assess and continuously improve service quality.
- Utilize metrics to identify areas for enhancement and implement strategies to meet performance goals.

**Strategic Development**:

- Collaborate closely with other departments to integrate RPA and API solutions into support strategies.
- Develop and maintain key performance indicators (KPIs) to assess and continuously improve the quality of service.

**Requirements**:
**What would help you succeed**:

- Believe and love what you do.
- Time management skills.
- Self-motivated and self-directed.
- Analytical mindset for decision-making.
- Proactive problem-solving capabilities.

**Minimum requirements**:

- **Studies**: High School Degree is required. The suitable bachelor's degree is in the field of Information Technology (IT) or a related discipline.
- **Experience /** Technical skills: Minimum 5 years of experience in information technology, with at least 3 years in technical support management roles or similar. Proven experience in managing 24/7 support operations. Experience in the use and administration of Jira Service Management or similar tools. Excellent leadership, communication, and team management skills. ITIL certification or equivalent experience is preferable.
- **Language**: Advanced English skills. B2+ or higher is required.

**Perks**:

- **Schedule**:Monday to Friday from 8:00 a.m. to 6:00 p.m, following the American Calendar.
- **Contract**: Indefinite term contract + Benefits.
- **Location**: Remote
- **Salary**: From 7000000 to 9000000 COP + USD Comissions

**Would you like to be part of a company that belongs to the 100 tech companies recognized by Freight Waves in the supply chain industry in the United States?