IT Service Desk Lead | Hybrid Role & Global Collaboration

RECLUTAMIENTO; Bogotá; Hybrid; COP 36.000.000 - 60.000.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Permanent contract

Benefits package

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

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)

Jobbeschreibung

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.