Account Manager – Support Services

FinOps Weekly; Medellín; Híbrido; COP 186.492.000 - 279.738.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Descripción de la vacante

Lean Tech Global Services in Medellín seeks an Account Manager focused on Support Services to act as the strategic liaison for IT support and help desk operations. You will ensure operational excellence, SLA health, and strong client relationships across multiple service lines including Help Desk, NOC, SOC, and IAM support.

Responsibilities include monitoring tickets, governance cadences, and driving continuous improvements with delivery teams while identifying growth opportunities within

Formación

• Experience managing IT support operations across multiple service lines.
• Familiarity with ITIL/ITSM frameworks and SLA governance.
• Ability to read and present operational metrics to executives.

Responsabilidades

• Lead client relationships and manage expectations for IT support services.
• Oversee SLA health, incident triage, and field escalations.
• Collaborate with delivery teams to ensure on-time, quality service deliveries.
• Identify opportunities for service improvements and upsell within accounts.

Conocimientos

IT support operations

Jira Service Management

ServiceNow

SLA governance

KPI dashboards

Educación

Bachelor’s degree in Business/IT/Engineering

Herramientas

Jira Service Management

ServiceNow

Zendesk

Splunk

QRadar

Descripción del empleo

# Account Manager – Support ServicesMedellínFinOpsNot Specified23/06/2026Full-timeRemoteFavoriteAccess Job## Job DescriptionProfile As an Account Manager focused on Support Services at Lean’s GTS division, you will be the strategic partner and day-to-day liaison for accounts where the primary delivery is IT support and help desk operations. You will ensure these accounts run with operational excellence, maintain SLA health, drive team performance visibility, and build trusted relationships with client stakeholders. This role bridges account management and support operations knowledge, making you the essential link between GTS’s delivery teams and client expectations. Service Lines You Might Own This role manages accounts across the following support service lines delivered by Lean Tech. Accounts may operate across one or multiple service lines simultaneously. Core Support Operations Help Desk: Tier 1-3 end-user support, ITSM ticket management, SOP-driven operations, knowledge base governance, onboarding support, and multi-region coverage models. Field Services / Deskside: On-site technician teams handling hardware break/fix, device provisioning, and physical IT support for enterprise client locations. End User Computing (EUC): Device lifecycle management, OS imaging, patch deployment, MDM (Intune/Jamf), and endpoint compliance monitoring beyond traditional help desk scope. Service Desk / Shared Services: High-volume, process-driven support centers handling both IT and business service requests (HR, finance, ops) with strict SLA governance and workforce management. Infrastructure & Monitoring NOC: 24/7 infrastructure and network monitoring, alerting, incident triage, availability reporting, and escalation to engineering teams. Uptime SLAs, MTTR, and proactive outage prevention. Cloud Operations Finops: Cloud infrastructure monitoring, cost optimization, resource management, and alerting across AWS, Azure, and GCP environments. DBA-as-a-Service: Managed database operations: monitoring, backup, performance tuning, availability management, and incident response for production database environments. Backup & Disaster Recovery: Managing backup schedules, DR testing, RTO/RPO reporting, and coordinated incident response for data loss or outage events. Security Services SOC: Security monitoring, threat detection and triage, SIEM alert management, incident response coordination, compliance support, and vulnerability reporting. MTTD/MTTR KPIs. IAM Support: Identity & Access Management: user provisioning/deprovisioning, MFA management, SSO troubleshooting, privileged access reviews, and access governance workflows. Compliance & GRC Support: Evidence collection, audit support, policy documentation, and control monitoring for SOC 2, ISO 27001, HIPAA, PCI-DSS, and NIST frameworks. Vulnerability Management: Managed scan cycles, finding triage, remediation SLA tracking, and executive vulnerability reporting for client security programs. Application & Business Support Application Support (L2/L3): Post-deployment support for enterprise and proprietary applications (ERP, CRM, custom platforms) with business-impact SLAs tied to system availability. Integrations Support: Monitoring and troubleshooting of API integrations, ETL pipelines, and middleware platforms; common in logistics, fintech, and healthcare accounts with complex data flows Position Overview Position Title: Account Manager – Support Services Location: Colombia Organization: LSG-Global Technology Services Key Responsibilities Client Leadership & Relationship Management Serve as the primary point of contact for client stakeholders on accounts where GTS delivers IT support and help desk services. Build and maintain trusted, long-term relationships with IT managers, service center directors, and operations leaders. Champion client success by ensuring alignment between client objectives, service expectations, and Lean GTS’s delivery capabilities. Communicate proactively on account status, SLA performance trends, team health, and escalation resolutions. Operational Oversight & SLA Governance Monitor daily help desk operations across the accounts you own, ensuring delivery teams maintain coverage, follow escalation paths, and meet SLA targets. Track key operational metrics including ticket volume, resolution times, backlog aging, reopen rates, and escalation frequency. Translate data into client-facing insights and facilitate governance cadences (weekly check-ins, monthly business reviews, and quarterly strategic reviews) with client counterparts and internal delivery leads. Surface operational risks early, coordinate with internal teams to address root causes, and communicate mitigation plans to clients with clarity. Strategic Account Planning & Growth Develop and execute account strategies tailored to clients with support-focused delivery models, identifying opportunities to expand services, headcount, or delivery tiers. Own account P&L, ensuring profitability and client satisfaction move in lockstep. Identify upsell and cross-sell opportunities from expanding tier coverage to proposing new support pods or offshore/nearshore delivery models and build the business case for expansion. Conduct quarterly roadmap syncs to anticipate client headcount needs and proactively pipeline talent. Internal Team Collaboration Partner with Operations, Talent, and Placement to ensure the dedicated support team meets the cultural and technical bar required by each account. Drive the onboarding process for new support specialists joining the account, including SOP walkthroughs, client introductions, and readiness validation. Act as the account’s internal advocate unblocking the delivery team, escalating resourcing needs, and ensuring the team has what it needs to deliver. Performance & Quality Management Own the client performance review cycle; ensure client POCs complete evaluations on time and feed results back into coaching and improvement plans. Coordinate with help desk leads to address quality gaps, enforce SOP adherence, and drive continuous improvement on the accounts you manage. Maintain documentation discipline: account playbooks, governance cadences, escalation paths, and key contact directories must always be current. Required Skills & Qualifications Technical & Domain Knowledge Solid understanding of IT support operations across multiple service lines: Help Desk, NOC, and SOC. Familiarity with industry-standard tools: Jira Service Management, ServiceNow, Zendesk, Splunk, QRadar, Microsoft Sentinel, SolarWinds, Datadog, PagerDuty, or similar. Working knowledge of ITSM/ITIL frameworks and how SLA, SLO, and OLA structures govern managed services contracts. Ability to read, interpret, and present operational metrics dashboards to both technical delivery leads and executive client stakeholders. Familiarity with compliance and regulatory contexts relevant to SOC operations (e.g., ISO 27001, SOC 2, NIST, HIPAA, PCI-DSS) at a conceptual level sufficient to support client conversations. Proficiency in CRM platforms (Salesforce, HubSpot) and project/account management tools (Jira, ClickUp, or equivalent). Ability to leverage BI tools (Power BI, Looker Studio) to produce account health reports and operational dashboards. Account Management Skills 3+ years in account management, client success, or client services ideally within a tech services, BPO, or outsourcing environment. Proven experience managing accounts where the delivery involves operational or support teams, not just software delivery. Track record of owning client relationships independently, driving governance cadences, and navigating escalations with composure. Experience building account growth strategies and driving upsell conversations grounded in operational data. Strong written and verbal communication in English, able to present to IT directors and operations leads with clarity and confidence. Soft Skills High ownership mindset: you proactively identify gaps and take action without waiting to be asked. Calm and decisive under pressure: you can manage an escalation in the morning and lead a QBR in the afternoon. Client-focused communication style that balances empathy with operational rigor and commercial accountability. Highly organized with strong follow-through on actions, escalations, commitments, and reporting deadlines. Collaborative and cross-functional: you work well with internal Talent, Operations, and Placement teams. Nice to Have Experience managing offshore or nearshore support teams, including familiarity with multi-timezone coverage models (follow-the-sun). Background working with IT support specialists, help desk leads, or service desk operations in a staffing or managed services context. Certifications in Customer Success Management, ITIL, or Scrum. Exposure to knowledge management platforms (Confluence) and support ticket tooling. Experience scaling accounts from a single support pod to multi-region delivery. Education & Experience Bachelor’s degree in Business Administration, IT, Engineering, or a related field (Master’s degree is a plus). 3-5+ years in account management, client services, or customer success within a tech services or outsourcing environment. Demonstrated track record of managing accounts where the delivery team operates in a support or service operations capacity. Experience working with distributed, nearshore, or offshore teams is a strong plus.