Job Summary:

The Service Desk Supervisor (SDSUP) will oversee Service Desk resources and ensure that end-users receive the appropriate assistance. The SDSUP will ensure the optimum operation of the Service Desk and Service Desk Analysts, including scheduling, performance reviews, performance monitoring, and reporting of KPIs (Key Performance Indicators) as defined by the business and/or the client.

Technical Competencies

- Intermediate to advanced Excel skills and proficiency in reporting.
- Knowledge or training in best practices or IT frameworks, such as ITIL.
- Strong knowledge of Quality Assurance processes for customer service operations.
- Strong project management and training skills, along with excellent customer service skills.
- Understanding of call center technologies.

Experience
- A minimum of 5+ years of experience leading Service Desk teams, including at least 2 years as a Team Lead (TL) at Auxis.
- A minimum of 3+ years of experience working in a Shared Services environment and managing multiple accounts.
- Proven experience managing team performance metrics and presenting results to upper management. (Must Have)
- Experience working in a team-oriented and collaborative environment.

Education
- University degree in Business Administration, Industrial Engineering, Information Technology, or a related field.
- Alternatively, a minimum of 5 years of experience leading Service Desk teams. (Must Have)

Personal Competencies
- Excellent communication and presentation skills.
- Strong people management skills.
- Strong leadership qualities.




- Commitment to continuous improvement.
- Demonstrated innovation and creativity.
- Demonstrated ability to integrate, develop, and build successful working teams.
- Ability to strategically anticipate and understand organizational changes and assess their impact in the short, medium, and long term.
- Self-motivation, independence, and proactive problem-solving skills.
- Adaptability and flexibility.
- Strong decision-making and organizational skills.
- Strong negotiation skills, with the ability to persuade others using solid and honest arguments while aiming for mutually beneficial outcomes.
- Ability to understand situations, identify key components, and establish priorities for effective action.
- Commitment to ethical standards.

Language Skills
- Proficiency in English and Spanish, both spoken and written, at 90% or higher.
- Minimum C1 level proficiency in both English and Spanish is required.

Additional Requirements

Key Job Responsibilities

Operations

- Manage performance metrics, including Service Support KPIs, retention, and turnover within the assigned team.
- Lead and monitor Service Desk Analysts to ensure adherence to quality standards across phone, email, and chat interactions.




- Collaborate with the Manager to achieve company goals using Auxis best practices and the ITIL framework.
- Support resource scheduling, cross-training, and succession planning.
- Provide leadership, guidance, and mentoring to Service Desk Leads and Agents.
- Participate in the recruitment process by conducting interviews and assisting with resource selection.
- Ensure effective management of Incident and Request queues while adhering to OLAs and SLAs.
- Perform ticket audits to ensure proper closure, including appropriate comments, root cause documentation, and completed activities.
- Support transitions for new accounts, products, and processes in collaboration with the Project Management team and the client.
- Participate in automation projects.
- Adhere to Auxis operational processes and security policies.
- Attend all operational and project-related meetings as required.

Center of Excellence (COE)
- Maintain the Service Desk training calendar.
- Develop cross-training and succession plans.
- Ensure training materials are updated with the latest procedural changes.
- Assist in delivering training when necessary.
- Support Quality Analysts and Trainers with their assigned responsibilities.
- Assist in transitions for new accounts, products, and processes.
- Collaborate with the COE and Operations teams on improvement actions based on training results, quality results, and surveys.
- Support Quality Analysts and Trainers with their assigned tasks.

📌 Service Desk Supervisor (Bogotá)
🏢 Auxis
📍 Bogotá