Job Summary
The 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 ***** 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.
Responsibilities
Service Desk Operations & Performance Management
Lead the day-to-day operations of a follow-the-sun Service Desk supporting end users across multiple time zones
Monitor, analyze, and report on service performance metrics including ticket resolution times, SLA/OLA adherence, backlog, first-contact resolution, and customer satisfaction
Identify trends, root causes, and systemic issues; drive process improvements to enhance efficiency and service quality
Ensure consistent service delivery aligned to defined SLAs, OLAs, and business expectations
Oversee incident, request, and knowledge management processes within the ITSM platform as directed by the IT Global Head of Support
People Leadership & Team Development
Lead, mentor, and develop Service Desk leads, senior agents, and analysts across global locations
Foster a culture of collaboration, accountability, continuous improvement, and customer-centricity
Manage workforce planning, scheduling,



performance management, and career development
Drive employee engagement and retention in a high-volume, customer-facing support environment
Customer Experience & Stakeholder Partnership
Act as the primary escalation point for Service Desk-related issues and service disruptions
Partner with senior IT and business leaders to understand user needs and improve service outcomes
Champion initiatives that enhance the end-user experience, including self-service, automation, and knowledge adoption
Communicate service performance, trends, risks, and improvement plans to leadership and key stakeholders
Security, Compliance & Cross-Functional Collaboration
Collaborate with Information Security, Infrastructure, Endpoint, and Application teams to uphold security standards, regulatory compliance, and system availability
Ensure Service Desk processes support access controls, identity management, and compliance requirements
Participate in audits, risk assessments, and incident response activities as required
Continuous Improvement & Service Maturity
Drive ITIL-aligned best practices and standard operating procedures across the Service Desk
Lead initiatives to reduce repeat incidents, shift-left support, and improve first-contact resolution




Mature knowledge management to enable consistent, scalable, and self-service-driven support
Support service transitions for new technologies, tools, acquisitions, and organizational changes
Technology & Tooling
Own and optimize the Service Desk tooling ecosystem (e.g., ServiceNow) in partnership with platform teams
Leverage automation, workflow optimization, and analytics to modernize support delivery
Ensure effective integration with endpoint management, asset management, and monitoring systems
Experience supporting both Windows and Mac platforms
Skills and Experience
Proficiency 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 certification
5-10 years of experience in enterprise IT support, including 3+ years in a management capacity
Hands-on experience with:
Windows OS and Apple macOS
Microsoft 365 applications
Active Directory (basic user administration)
ITSM tools (e.g. ServiceNow, Remedy, Jira Service Management, or similar)
Apple IOS and Android device troubleshooting
Networking concepts (VPN, DNS, LAN/WAN)
Endpoint security fundamentals
Strong customer service orientation and problem-solving skills
Ability to work under pressure and manage multiple tasks
Willingness to learn and develop in a fast-paced IT environment
Work well within a geographically dispersed team
Nice to have:
Experience in a shift-based or global support environmen
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📌 Service Desk Manager (Bogotá)
🏢 Auxis
📍 Bogotá