Service Desk Manager

Auxis

Bogotá

On-site

COP 180,000,000 - 240,000,000

Full time

14 days+

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Auxis in Bogotá, Colombia is seeking a Service Desk Manager to lead a 24x7 operation spanning multiple regions. You will oversee a team of 10-15 agents, ensuring secure, high-quality end-user support and driving operational excellence.

You will partner with IT leadership, security, and business stakeholders to implement ITIL practices, improve self-service, and foster a culture of continuous improvement while balancing people leadership and customer experience.

Qualifications

English and Spanish proficiency at a high level (90%+) in speech and writing.
Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
ITIL Foundation or higher certification is required.
5–10 years of experience in enterprise IT support, including 3+ years in a management capacity.

Responsibilities

Lead day-to-day operations of a follow-the-sun Service Desk spanning multiple time zones.
Monitor, analyze, and report on service performance metrics (ticket resolution times, SLA/OLA adherence, backlog, first-contact resolution, customer satisfaction).
Identify trends and drive process improvements to enhance efficiency and service quality.
Oversee incident, request, and knowledge management within the ITSM platform as directed.

Skills

Leadership

Customer service orientation

Problem-solving

Bilingual English/Spanish

Education

Bachelor’s degree in Information Technology / Computer Science

ITIL Foundation certification

Tools

ServiceNow

Remedy

Jira Service Management

Active Directory

Job description

Job Summary

The Service Desk Manager is responsible for leading and continuously improving a 24x7, 365 Service Desk operation supporting a diverse, global employee population. The candidate will oversee a team of 10-15 Service Desk agents supporting users across multiple regions across the globe. This role ensures consistent, secure, and high-quality end-user support across regions while driving operational excellence, regulatory compliance, and service maturity. The successful candidate will balance people leadership, operational rigor, and customer experience, partnering closely with IT leadership, infrastructure, security, and business stakeholders to deliver reliable, scalable, and unique end-user support services.

Responsibilities

Service Desk Operations & Performance Management

Lead the day-to-day operations of a follow-the-sun Service Desk supporting end users across multiple time zones
Monitor, analyze, and report on service performance metrics including ticket resolution times, SLA/OLA adherence, backlog, first-contact resolution, and customer satisfaction
Identify trends, root causes, and systemic issues; drive process improvements to enhance efficiency and service quality
Ensure consistent service delivery aligned to defined SLAs, OLAs, and business expectations
Oversee incident, request, and knowledge management processes within the ITSM platform as directed by the IT Global Head of Support

People Leadership & Team Development

Lead, mentor, and develop Service Desk leads, senior agents, and analysts across global locations
Foster a culture of collaboration, accountability, continuous improvement, and customer-centricity
Manage workforce planning, scheduling, performance management, and career development
Drive employee engagement and retention in a high-volume, customer-facing support environment

Customer Experience & Stakeholder Partnership

Act as the primary escalation point for Service Desk-related issues and service disruptions
Partner with senior IT and business leaders to understand user needs and improve service outcomes
Champion initiatives that enhance the end-user experience, including self-service, automation, and knowledge adoption
Communicate service performance, trends, risks, and improvement plans to leadership and key stakeholders

Security, Compliance & Cross-Functional Collaboration

Collaborate with Information Security, Infrastructure, Endpoint, and Application teams to uphold security standards, regulatory compliance, and system availability
Ensure Service Desk processes support access controls, identity management, and compliance requirements
Participate in audits, risk assessments, and incident response activities as required

Continuous Improvement & Service Maturity

Drive ITIL-aligned best practices and standard operating procedures across the Service Desk
Lead initiatives to reduce repeat incidents, shift-left support, and improve first-contact resolution
Mature knowledge management to enable consistent, scalable, and self-service-driven support
Support service transitions for new technologies, tools, acquisitions, and organizational changes

Technology & Tooling

Own and optimize the Service Desk tooling ecosystem (e.g., ServiceNow) in partnership with platform teams
Leverage automation, workflow optimization, and analytics to modernize support delivery
Ensure effective integration with endpoint management, asset management, and monitoring systems

Experience supporting both Windows and Mac platforms

Skills And Experience

Proficiency in English and Spanish (Oral and writing at 90% or higher), with a minimum of c1 level proficiency in both languages being a requirement.
Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred)
ITIL Foundation or higher certification
5-10 years of experience in enterprise IT support, including 3+ years in a management capacity

Hands-on experience with: