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 qu

📌 Service Desk Lead (Barranquilla)
🏢 Auxis
📍 Barranquilla