Job Summary:
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 Integral 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 re
📌 Service Desk Manager (Bogotá)
🏢 Auxis
📍 Bogotá