Description

Profile
As an Account Manager focused on Support Services at Lean's GTS division, you will be the strategic partner and day-to-day liaison for accounts where the primary delivery is IT support and help desk operations. You will ensure these accounts run with operational excellence, maintain SLA health, drive team performance visibility, and build trusted relationships with client stakeholders. This role bridges account management and support operations knowledge, making you the essential link between GTS's delivery teams and client expectations.
Service Lines You Might Own
This role manages accounts across the following support service lines delivered by Lean Tech. Accounts may operate across one or multiple service lines simultaneously.
Core Support Operations
- Help Desk: Tier 1-3 end-user support, ITSM ticket management, SOP-driven operations, knowledge base governance, onboarding support, and multi-region coverage models.
- Field Services / Deskside: On-site technician teams handling hardware break/fix, device provisioning,



and physical IT support for enterprise client locations.
- End User Computing (EUC): Device lifecycle management, OS imaging, patch deployment, MDM (Intune/Jamf), and endpoint compliance monitoring beyond traditional help desk scope.
- Service Desk / Shared Services: High-volume, process-driven support centers handling both IT and business service requests (HR, finance, ops) with strict SLA governance and workforce management.

Infrastructure & Monitoring
- NOC: 24/7 infrastructure and network monitoring, alerting, incident triage, availability reporting, and escalation to engineering teams. Uptime SLAs, MTTR, and proactive outage prevention.
- Cloud Operations Finops: Cloud infrastructure monitoring, cost optimization, resource management, and alerting across AWS, Azure, and GCP environments.
- DBA-as-a-Service: Managed database operations: monitoring, backup, performance tuning, availability management, and incident response fo

📌 Account Manager (Colombia)
🏢 Lean Solutions Group
📍 Colombia