Job SummaryThe Service Desk Manager is responsible for leading and continuously improving a 24x7, 365 Service Desk operation supporting a diverse, general employee population. The candidate will oversee a team of 10-15 Service Desk agents supporting users across multiple regions across the globe. This role ensures consistent, secure, and high-quality end-user support across regions while driving operational excellence, regulatory compliance, and service maturity. The successful candidate will balance people leadership, operational rigor, and customer experience, partnering closely with IT leadership, infrastructure, security, and business stakeholders to deliver reliable, scalable, and unique end-user support services.ResponsibilitiesService Desk Operations & Performance ManagementLead the day-to-day operations of a follow-the-sun Service Desk supporting end users across multiple time zonesMonitor, analyze, and report on service performance metrics including ticket resolution times, SLA/OLA adherence, backlog, first-contact resolution, and customer satisfactionIdentify trends, root causes, and systemic issues; drive process improvements to enhance efficiency and service qualityEnsure consistent service delivery aligned to defined SLAs, OLAs, and business expectationsOversee incident, request, and knowledge management processes within the ITSM platform as directed by the IT Global Head of SupportPeople Leadership & Team DevelopmentLead, mentor, and develop Service Desk leads, senior agents, and analysts across global locationsFoster a culture of collaboration, accountability, continuous improvement, and customer-centricityManage workforce planning,



scheduling, performance management, and career developmentDrive employee engagement and retention in a high-volume, customer-facing support environmentCustomer Experience & Stakeholder PartnershipAct as the primary escalation point for Service Desk-related issues and service disruptionsPartner with senior IT and business leaders to understand user needs and improve service outcomesChampion initiatives that enhance the end-user experience, including self-service, automation, and knowledge adoptionCommunicate service performance, trends, risks, and improvement plans to leadership and key stakeholdersSecurity, Compliance & Cross-Functional CollaborationCollaborate with Information Security, Infrastructure, Endpoint, and Application teams to uphold security standards, regulatory compliance, and system availabilityEnsure Service Desk processes support access controls, identity management, and compliance requirementsParticipate in audits, risk assessments, and incident response activities as requiredContinuous Improvement & Service MaturityDrive ITIL-aligned best practices and standard operating procedures across the Service DeskLead initiatives to reduce repeat incidents, shift-left support,



and improve first-contact resolutionMature knowledge management to enable consistent, scalable, and self-service-driven supportSupport service transitions for new technologies, tools, acquisitions, and organizational changesTechnology & ToolingOwn and optimize the Service Desk tooling ecosystem (e.G., ServiceNow) in partnership with platform teamsLeverage automation, workflow optimization, and analytics to modernize support deliveryEnsure effective integration with endpoint management, asset management, and monitoring systemsExperience supporting both Windows and Mac platformsSkills And ExperienceProficiency in English and Spanish (Oral and writing at 90% or higher), with a minimum of c1 level proficiency in both languages being a requirement.Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred)ITIL Foundation or higher certification5-10 years of experience in enterprise IT support, including 3+ years in a management capacityHands-on experience with:Windows OS and Apple macOSMicrosoft 365 applicationsActive Directory (basic user administration)ITSM tools (e.G. ServiceNow, Remedy, Jira Service Management, or similar)Apple IOS and Android device troubleshootingNetworking concepts (VPN, DNS, LAN/WAN)Endpoint security fundamentalsStrong customer service orientation and problem-solving skillsAbility to work under pressure and manage multiple tasksWillingness to learn and develop in a fast-paced IT environmentWork well within a geographically dispersed teamNice to have:Experience in a shift-based or global support environmen#J-18808-Ljbffr

📌 Service Desk Manager (Cundinamarca)
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📍 Cundinamarca