IT Help Desk Leader: Incident Resolution & ITSM Excellence

Softgic; Medellín; In loco; COP 120.000.000 - 180.000.000; Tempo pieno

Descrizione del lavoro

Softgic is seeking an experienced IT Help Desk Manager to lead the IT Help Desk, Desktop Support, and IT Asset Management teams in Medellín. The role focuses on delivering high-quality technical support, improving incident resolution times, and ensuring SLA compliance across all services.

The ideal candidate will combine hands-on troubleshooting with strong leadership, coaching, and process improvement to drive cost optimization, cybersecurity, and robust IT operations for local and offshore

Competenze

• Degree or technical qualification in IT or related field.
• Minimum 4 years in IT Help Desk or Technical Support.

Mansioni

• Lead and manage IT Help Desk, Desktop Support, and IT Asset Management teams.
• Monitor daily operations, ticket queues, and SLA compliance.
• Serve as main escalation point for complex issues.
• Coordinate troubleshooting with internal teams, MSPs, ISPs, and vendors.
• Oversee hardware/software installation, maintenance, and troubleshooting.
• Ensure continuous operation of networks, workstations, and infrastructure.
• Provide coaching, training, and performance evaluations.
• Develop and standardize IT support procedures, onboarding, and equipment setup.
• Resolve conflicts and promote collaboration across local and remote teams.
• Support cybersecurity, compliance, and cost optimization initiatives.
• Lead process improvements and IT service management implementations.

Conoscenze

IT leadership

Team management

Incident resolution

SLA management

Vendor coordination

Coaching & training

IT cost optimization

Multicultural teams

Formazione

Bachelor's in Information Technology / Computer Science

Strumenti

Ticketing systems

IT asset management

Networking basics

Documentation tools

Descrizione del lavoro

Softgic is seeking an experienced IT Help Desk Manager to lead the IT Help Desk, Desktop Support, and IT Asset Management teams in Medellín. The role focuses on delivering high-quality technical support, improving incident resolution times, and ensuring SLA compliance across all services.

The ideal candidate will combine hands-on troubleshooting with strong leadership, coaching, and process improvement to drive cost optimization, cybersecurity, and robust IT operations for local and offshore