IT Service Desk Coordinator

RECLUTAMIENTO; Bogotá; Hybrid; COP 36,000,000 - 60,000,000; Full time

Benefits offered by this job

Hybrid work model

Permanent contract

Benefits package

Job summary

RECLUTAMIENTO in Bogotá, Colombia is seeking an IT Service Desk Coordinator to lead daily support operations, prioritize workload, coordinate IT Support Analysts, and ensure an outstanding IT experience for users across regions. You will monitor incidents and SLAs, drive improvements through knowledge management and training, and collaborate with global IT teams.

Minimize downtime with proactive coordination.

Qualifications

• Experience in IT support leadership or team coordination.
• Strong ITSM, incident management, and ticket coordination experience.
• Proficient with Windows, Microsoft 365, Active Directory, VPN, and remote support tools.
• Experience with ITSM platforms such as BMC Helix or ServiceNow.
• Strong leadership, problem-solving, communication, and organizational skills.
• Advanced English is required.

Responsibilities

• Coordinate and prioritize daily Service Desk operations and ticket queues.
• Lead, support, and coach IT Support Analysts.
• Monitor incidents, service requests, SLAs, and escalations.
• Coordinate major incidents and collaborate with global IT teams and stakeholders.
• Drive continuous improvement through knowledge management, training, and process optimization.
• Ensure effective communication, ticket quality, and a customer-focused support experience.

Skills

IT leadership

Team coordination

Service management

Communication

Problem solving

Organizational skills

Tools

Windows

Microsoft 365

Active Directory

VPN

Remote support tools

ITSM platforms (BMC Helix, ServiceNow)

Job description

Ready to lead, inspire, and make an impact in IT Support?

We are looking for an IT Service Desk Coordinator to lead daily support operations, coordinate team activities, and ensure an excellent IT support experience for our users across different regions.

What will you do?

• Coordinate and prioritize daily Service Desk operations, ticket queues, and workload distribution.
• Lead, support, and coach IT Support Analysts, ensuring service quality and team performance.
• Monitor incidents, service requests, SLAs, and escalations to ensure timely resolution.
• Coordinate major incidents and collaborate with global IT teams and stakeholders.
• Drive continuous improvement through knowledge management, training, and process optimization.
• Ensure effective communication, ticket quality, and a customer-focused support experience.

What are we looking for?

• Experience in IT Support leadership, team coordination, or a similar role.
• Strong experience in IT Service Management (ITSM), incident management, and ticket coordination.
• Hands-on knowledge of Windows, Microsoft 365, Active Directory, VPN, and remote support tools.
• Experience with ITSM platforms such as BMC Helix or ServiceNow.
• Strong leadership, problem-solving, communication, and organizational skills.
• English advanced is a must.

What do we offer?

• Location: Bogotá, Colombia.
• Hybrid work model: 3 days in the office and 2 days working from home.
• Permanent employment contract.
• Additional company benefits.

Ready for your next career challenge?

Join our team and help us deliver outstanding IT support while developing talent and driving operational excellence.