Help Desk Manager
hace 5 días
**We're Hiring - IS Help Desk Manager (On-site in Medellín)**
Join a **leading U.S. healthcare company** with operations in Medellín and be part of an international, tech-driven environment focused on excellence and patient-centered solutions.
**Location**: Medellín - 100% On-site
**Position**: IS Help Desk Manager
**Industry**: Healthcare / IT Support
**Key Responsibilities**:
- Lead daily operations of the Help Desk team and manage performance and KPIs.
- Mentor and support staff career growth and development.
- Monitor and improve service metrics: call handling, ticket resolution, user satisfaction.
- Ensure SLA compliance and develop executive-level reporting.
- Collaborate with vendors, internal departments, and leadership teams.
- Provide limited technical support and participate in crisis and project management rotations.
**You should have**:
- Bachelor’s degree in IT or related field (or equivalent experience).
- **5+ years** managing help desk or customer support teams.
- Healthcare IT experience preferred.
- Excellent problem-solving, analysis, and communication skills.
- Strong knowledge of tools like Cisco Call Center, Active Directory, PowerShell, MS Office, VPN, and mobile platforms.
- Experience with reporting tools, KPIs, SLAs, and vendor coordination.
- **English level: B2 minimum.**
We look for professionals who are:
✔ Detail-oriented
✔Outcome-driven
✔Team players
✔ Strategic and analytical thinkers
✔Skilled in time and task management
Tipo de puesto: Tiempo completo
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