Help Desk & IT Operations Lead

Softgic S.; Medellín; On-site; COP 90,000,000 - 180,000,000; Full time

Job summary

Softgic S. in Medellín, Colombia, seeks an IT Help Desk Manager to lead the IT Help Desk, Desktop Support, and IT Asset Management operations. You will drive incident resolution, empower teams, and ensure adherence to SLAs across local and offshore teams.

The role requires strong technical troubleshooting and leadership experience, with a focus on process improvement and cost optimization. Collaboration with MSPs, ISPs, and vendors is essential.

Qualifications

• Degree in Information Technology, Computer Science, or related field.
• Minimum 4 years in IT Help Desk or Technical Support.
• Minimum 2 years as a Technical Lead or Supervisor.
• Experience with MSPs, ISPs, and vendors.
• Strong ticketing, SLA management, and escalation skills.

Responsibilities

• Lead IT Help Desk, Desktop Support, and IT Asset Management teams.
• Monitor ticket queues and SLA compliance daily.
• Manage major incidents and act as escalation point.
• Coordinate troubleshooting with internal teams, MSPs, ISPs, and vendors.
• Oversee hardware/software installation and maintenance.
• Develop and standardize IT support procedures.

Skills

IT Leadership

Team Management

Incident Management

SLA Management

Networking & IT Infra

Communication

Education

Bachelor's in IT/CS

Tools

ITSM Software

Asset Management Software

Job description

Softgic S. in Medellín, Colombia, seeks an IT Help Desk Manager to lead the IT Help Desk, Desktop Support, and IT Asset Management operations. You will drive incident resolution, empower teams, and ensure adherence to SLAs across local and offshore teams.

The role requires strong technical troubleshooting and leadership experience, with a focus on process improvement and cost optimization. Collaboration with MSPs, ISPs, and vendors is essential.