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 neg

📌 Service Desk Supervisor (Bogotá)
🏢 Auxis
📍 Bogotá