IT Help Desk Manager: Lead Support & Assets

Softgic; Medellín; Sur place; COP 90 000 000 - 150 000 000; Plein temps

Résumé du poste

Softgic invites an experienced IT Help Desk Manager to lead the Help Desk, Desktop Support, and IT Asset Management functions in Medellín. You will supervise, coach, and develop support teams while driving process improvements and SLA compliance across local and distributed teams.

You will coordinate with MSPs, ISPs, and vendors, manage incidents, and oversee hardware/software deployments, licensing, and cybersecurity initiatives. Strong leadership and technical skills are essential.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

IT Leadership

Team Management

Incident Resolution

SLA Management

Networking

Formation

Degree or technical qualification in IT/CS/SE

Outils

Ticketing systems

MSP coordination

IT asset management tools

Description du poste

Softgic invites an experienced IT Help Desk Manager to lead the Help Desk, Desktop Support, and IT Asset Management functions in Medellín. You will supervise, coach, and develop support teams while driving process improvements and SLA compliance across local and distributed teams.

You will coordinate with MSPs, ISPs, and vendors, manage incidents, and oversee hardware/software deployments, licensing, and cybersecurity initiatives. Strong leadership and technical skills are essential.