IT Service Desk Lead - Incident & Support Coordination

Eurofins; Bogotá; On-site; COP 24,000,000 - 48,000,000; Full time

Benefits offered by this job

Lunch and transportation included

Job summary

Eurofins Scientific is seeking an IT Service Desk Coordinator to lead the end-user support within IT Operations. You will coordinate daily service desk activities, manage incidents and requests, and ensure timely resolution while upholding ITSM processes.

The role requires guiding service desk staff, improving first-line support, and maintaining high-quality customer service across regions. Responsibilities include managing queues, providing technical guidance, and coordinating handoffs to

Qualifications

• Real-time workload management, prioritization and ownership.
• Experience leading and coordinating IT support teams.
• Proficiency with IT service management platforms (ITSM).
• Structured troubleshooting and escalation decision-making.

Responsibilities

• Provide visible leadership during shifts and set priorities.
• Monitor queues, assign work and coordinate handovers across regions.
• Plan coverage and manage absences; escalate capacity risks.
• Ensure accurate ticket documentation, updates and closures.
• Provide guidance and escalate to appropriate teams when needed.
• Coordinate cross-team handoffs and ensure timely resolutions.

Skills

Operational leadership

People leadership

ITSM

Technical troubleshooting

Communication

Collaboration

Integrity & compliance

Education

High school diploma or equivalent

Tools

BMC Helix

ServiceNow

Job description

Eurofins Scientific is seeking an IT Service Desk Coordinator to lead the end-user support within IT Operations. You will coordinate daily service desk activities, manage incidents and requests, and ensure timely resolution while upholding ITSM processes.

The role requires guiding service desk staff, improving first-line support, and maintaining high-quality customer service across regions. Responsibilities include managing queues, providing technical guidance, and coordinating handoffs to