Job Summary
The Service Desk Manager will provide subject matter expertise across the IT Service Desk area, focusing on delivering high-quality services, managing the day-to-day operations and developing innovative solutions that increase operational performance and efficiency. The Service Desk Manager is responsible for providing oversight, supervision, and support, as required, to the Service Desk for all assigned clients to establish and maintain a highly efficient and productive Service Desk organization, and achieve high levels of customer satisfaction, including meeting contractual requirements related to service level compliance, status reporting, and operational performance.

Responsibilities
Operations Manager:
Develop and implement IT Service Desk management processes and controls to maintain service quality in alignment with business objectives.
Lead and actively support the ongoing development, maintenance, and execution of Auxis' standard operating procedures related to IT Service Desk services.




Identify and document IT Service Desk issues affecting service level performance, customer satisfaction, and business profitability, providing recommendations for resolution to Auxis ITO Management.
Collaborate with clients and Technical Account Managers to address operational performance issues, ensuring high levels of customer satisfaction and service level performance.
Work alongside the Service Desk Quality and Migration team to define and establish service level and operational reporting, measuring the effectiveness of IT Service Desk services and ensuring reporting accuracy both internally and for clients.
Actively participate in new customer transitions to Service Desk operations.
Regularly review and analyze service level and operational metrics (KPIs) and recommend and coordinate operational improvements in the following areas:
ACD: Average Speed of Answer, Abandon Rate, Time To Abandon.
FCR: First Call Resolution, Ticket Escalations, Ticket Rework.
MTT

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