It Help Desk Manager | It Support Supervisor

Softgic; Medellín; On-site; COP 120,000,000 - 180,000,000; Full time

Job summary

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

Qualifications

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

Responsibilities

• 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.

Skills

IT leadership

Team management

Incident resolution

SLA management

Vendor coordination

Coaching & training

IT cost optimization

Multicultural teams

Education

Bachelor's in Information Technology / Computer Science

Tools

Ticketing systems

IT asset management

Networking basics

Documentation tools

Job description

Are you a passionate IT leader with strong technical expertise and a proven track record of managing high-performing support teams? Join our team at Softgic!

We are looking for an experienced IT Help Desk Manager to lead and oversee IT Help Desk, Desktop Support, and IT Asset Management operations.

The ideal candidate will combine strong technical troubleshooting skills with leadership experience, ensuring efficient IT support operations, effective incident resolution, continuous process improvement, and compliance with Service Level Agreements (SLAs).

Key Responsibilities

• Lead and manage IT Help Desk, Desktop Support, and IT Asset Management teams.
• Monitor daily support operations, ticket queues, and SLA compliance.
• Manage critical incidents and serve as the main escalation point for complex technical issues.
• Coordinate troubleshooting and incident resolution with internal teams, MSPs, ISPs, and technology vendors.
• Oversee hardware and software installation, configuration, maintenance, and troubleshooting.
• Ensure the continuous operation of IT networks, workstations, and related infrastructure.
• Provide coaching, technical guidance, training, and performance evaluations to support team members.
• Develop, document, and standardize IT support procedures, including employee onboarding and equipment setup processes.
• Resolve conflicts and promote effective collaboration across local and remote teams.
• Oversee software license compliance and contribute to IT hardware and software purchasing decisions.
• Support cybersecurity, compliance, and IT cost optimization initiatives.
• Lead process improvement projects and support the implementation of IT service and asset management solutions

Requisitos

• Degree or technical qualification in Information Technology, Computer Science, Systems Engineering, or a related field.
• Minimum 4 years of experience in IT Help Desk, Technical Support, or Junior Systems Administration.
• Minimum 2 years of experience as a Technical Lead, IT Support Supervisor, or Tier 2 Support Technician.
• Proven experience supervising, coaching, and developing IT support teams.
• Experience working with Managed Service Providers (MSPs) , Internet Service Providers (ISPs), and technology vendors.
• Strong knowledge of ticketing systems, SLA management, incident resolution, and technical escalations.
• Hands-on knowledge of networking, hardware, software, workstations, firewalls, switches, and wireless access points.
• Experience troubleshooting complex technical issues, performing root cause analysis, and supporting end users.
• Knowledge of IT asset management, software licensing, and technical documentation.
• Ability to manage both local and offshore or geographically distributed support teams.
• Help Desk-related training or certifications, such as CompTIA A+, Network+, or equivalent .

Preferred Qualifications:

• Microsoft, Cisco, ITIL, or HDI certifications.
• Experience implementing continuous improvement initiatives and IT service management processes.
• Knowledge of cybersecurity, IT compliance, and cost optimization.
• Experience implementing or improving ticketing and IT asset management systems.

Key Skills and Competencies

• Strong technical leadership and team management.
• Excellent communication and customer service skills.
• Analytical thinking and problem-solving abilities.
• Strong organizational and prioritization skills.
• Incident management and escalation handling.
• Ability to work effectively with multicultural and geographically distributed teams.
• Results-driven mindset and commitment to continuous improvement.