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 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.

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 disruptio

📌 Service Desk Manager (Bogotá)
🏢 Auxis- US
📍 Bogotá