Global Service Desk Manager - 24x7 IT Support Lead

Auxis; Bogotá; On-site; COP 180,000,000 - 240,000,000; Full time

Job summary

Auxis in Bogotá, Colombia is seeking a Service Desk Manager to lead a 24x7 operation spanning multiple regions. You will oversee a team of 10-15 agents, ensuring secure, high-quality end-user support and driving operational excellence.

You will partner with IT leadership, security, and business stakeholders to implement ITIL practices, improve self-service, and foster a culture of continuous improvement while balancing people leadership and customer experience.

Qualifications

• English and Spanish proficiency at a high level (90%+) in speech and writing.
• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• ITIL Foundation or higher certification is required.
• 5–10 years of experience in enterprise IT support, including 3+ years in a management capacity.

Responsibilities

• Lead day-to-day operations of a follow-the-sun Service Desk spanning multiple time zones.
• Monitor, analyze, and report on service performance metrics (ticket resolution times, SLA/OLA adherence, backlog, first-contact resolution, customer satisfaction).
• Identify trends and drive process improvements to enhance efficiency and service quality.
• Oversee incident, request, and knowledge management within the ITSM platform as directed.

Skills

Leadership

Customer service orientation

Problem-solving

Bilingual English/Spanish

Education

Bachelor’s degree in Information Technology / Computer Science

ITIL Foundation certification

Tools

ServiceNow

Remedy

Jira Service Management

Active Directory

Job description

Auxis in Bogotá, Colombia is seeking a Service Desk Manager to lead a 24x7 operation spanning multiple regions. You will oversee a team of 10-15 agents, ensuring secure, high-quality end-user support and driving operational excellence.

You will partner with IT leadership, security, and business stakeholders to implement ITIL practices, improve self-service, and foster a culture of continuous improvement while balancing people leadership and customer experience.