IT Support Services Manager: Service Desk Lead & AI

Atomic HR; Córdoba; A distancia; COP 60.000.000 - 100.000.000; Jornada completa

Descripción de la vacante

Page Group Argentina is acting as an Employment Agency in relation to this vacancy. We seek an IT Support Services Manager to deliver high-quality IT support across the organization, overseeing the Service Desk, endpoint management, and Microsoft 365 services, driving performance and user satisfaction.

You will lead ITSM initiatives, manage vendors, collaborate with security and infrastructure teams, and push automation and AI-assisted support while ensuring regulatory compliance.

Formación

• Responsible for delivering high-quality IT support services to employees across the organization.
• Oversees Service Desk, endpoint management, and Microsoft 365 services.
• Drives service delivery performance, incident resolution, and process improvement.

Responsabilidades

• Lead and manage daily Service Desk operations.
• Ensure incidents and service requests are handled within defined SLAs.
• Monitor ticket queues, escalations, and service performance metrics.
• Implement IT service management (ITSM) frameworks and update support documentation.
• Review and analyse current service desk systems and propose improvements, including AI-based classification and SLA updates.
• Ensure service levels across all time zones of operations.

Conocimientos

Service Desk Leadership

SLA Management

ITSM Frameworks

Automation

Vendor Management

Cross-functional Collaboration

Herramientas

AI Chat Bots

Ticketing System

Descripción del empleo

Page Group Argentina is acting as an Employment Agency in relation to this vacancy. We seek an IT Support Services Manager to deliver high-quality IT support across the organization, overseeing the Service Desk, endpoint management, and Microsoft 365 services, driving performance and user satisfaction.

You will lead ITSM initiatives, manage vendors, collaborate with security and infrastructure teams, and push automation and AI-assisted support while ensuring regulatory compliance.