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 quality assurance evaluations for the team.

Workforce Manager :

- Manage workforce scheduling for optimal coverage.
- Make recommendations for skill and priority changes.

Skills and Experience: Technical Competencies**:

- Knowledge of or training in best practices or IT frameworks, such as ITIL, with an ITIL Certification being desirable.

- Proficiency in Microsoft Office Suite, including Word, Outlook, PowerPoint, and Excel.

- Advanced knowledge of Active Directory, O365, network-shared printers, and drives. - Experience :

- Minimum of 2+ years working experience in technical support.

- Minimum of 2+ years working experience in supervising or managing a technical support team of 5 or more individuals.

- Demonstrated expertise in utilizing and interpreting common Key Performance Indicators (KPIs).

Education :

- A university degree in business, management, related field, or equivalent experience. - Technical Certifications :

- O365 Fundamentals (Nice to Have) ._ - Personal Competencies :

- Excellent written, verbal, and interpersonal skills.

- Commitment to quality results, customer satisfaction, and continuous improvement.

- Self-motivation, independence, and proactive problem-solving skills.

- Strong ability to collaborate within a team environment.

- Adaptability and flexibility.

- Service orientation and active learning mindset.

- Strong decision-making and organizational skills.

- Commitment to ethical standards and organizational policies.

- Demonstrated skill in integrating, developing, and consolidating a successful working team. - Language Skills :

- Proficiency in English and Spanish (Oral and writing with a minimum of C1 level proficiency in both languages being a requirement).

About Auxis: Auxis prioritizes employee growth and development to help you advance your career. Auxis’ culture empowers you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have a better visualization of the pulse of our organization.

📌 Service Desk Lead (Barranquilla)
🏢 Auxis
📍 Barranquilla