IT Service Desk Lead | Incident Management & Coaching

Eurofins; Puerto Bogotá; On-site; COP 42,000,000 - 56,000,000; Full time

Benefits offered by this job

Good working environment.

Lunch and transportation included.

And more...

Job summary

Eurofins Scientific is seeking an IT Service Desk Coordinator to lead first-line support and coordinate workload across IT Systems Users within an assigned scope. The role focuses on consistent service delivery, escalations handling, and improving incident resolution across regions.

You will work with Windows environments, Microsoft 365, Active Directory, VPN, and remote-support tools, delivering clear communication and reliable user support with a customer-first mindset.

Qualifications

• Education: High school diploma or equivalent.
• IT support leadership with 3–5 years of experience.
• Experience using ITSM platforms (e.g., BMC Helix or ServiceNow).
• Strong written and spoken English communication.

Responsibilities

• Provide visible leadership across shifts and set priorities.
• Monitor queues, assign work, and ensure timely resolutions.
• Coordinate access readiness and onboarding for new agents.
• Ensure accurate ticket documentation and lifecycle management.
• Provide technical guidance and escalate appropriately.
• Collaborate with teams across locations for clear ownership.
• Lead major incident communications and post-incident reviews.
• Coach and develop team through performance management activities.

Skills

Operational leadership and prioritiza

People leadership and development

IT service management

Technical troubleshooting

Communication and customer service

Collaboration and teamwork

Integrity and compliance

Education

High school diploma or equivalent

Tools

Windows

Microsoft 365

Active Directory

VPN

Remote-support tools

Endpoint management

Job description

Eurofins Scientific is seeking an IT Service Desk Coordinator to lead first-line support and coordinate workload across IT Systems Users within an assigned scope. The role focuses on consistent service delivery, escalations handling, and improving incident resolution across regions.

You will work with Windows environments, Microsoft 365, Active Directory, VPN, and remote-support tools, delivering clear communication and reliable user support with a customer-first mindset.