Job Summary
The Service Desk Team Lead is a pivotal role responsible for providing leadership, coaching, and supervision to our Service Desk Analysts. We seek a highly motivated individual to ensure the team's high-quality service delivery, manage performance, handle critical incidents, and contribute to continuous improvement within the service desk.
Responsibilities
People Manager:
Communicate team goals and identify areas for new training or skill checks.
Process all disciplinary actions.
Directly manage and lead a team of Service Desk Analysts.
Provide coaching, guidance, and ongoing development to team members.
Foster a positive and collaborative team environment that promotes performance, quality, and customer service excellence.
Conduct regular one-on-one meetings and performance reviews with team members.
Organize team-building activities to enhance team cohesion.
Operations Manager:
Collaborate with the Service Desk Supervisor to identify and implement improvements to the incident logging system for enhanced efficiency.




Contribute to overall business success by improving the customer experience and work performance within the team.
Provide feedback to the supervisor and SD Analysts to enhance work performance and customer satisfaction.
Assist in establishing, maintaining, and continuously improving operational processes, policies, and procedures.
Handle complex customer inquiries and complaints, escalating when necessary.
Perform deep dive analysis on escalated tickets.
Collaborate with and support IT Service Desk, Engineering, and DT team members.
Attend all operational and project-related scheduled meetings as required.
Ensure that the Service Desk actively participates in improving the usability and reliability of Auxis services.
Monitor and analyze team Key Performance Indicators (KPIs) on a daily basis.
Perform Incident and Request Queue Management, ensuring timely and appropriate ticket assignments.
Conduct quality assurance evaluations for the team.

📌 Service Desk Lead (Barranquilla)
🏢 Auxis
📍 Barranquilla