Service Desk Operations Lead

Auxis; Bogotá ciudad; Presencial; COP 108.000.000 - 162.000.000; Jornada completa

Descripción de la vacante

Auxis is seeking a Service Desk Supervisor to oversee Service Desk resources and ensure optimal operations for end users. You will schedule, monitor performance, and report KPIs as defined by the business and client.

The role requires 5+ years leading teams in Shared Services, strong analytics, and proficiency in Excel and ITIL processes. English and Spanish skills are essential for cross-functional collaboration and client communication.

Formación

• Minimum 5+ years leading Service Desk teams.
• Minimum 3+ years in a Shared Services environment managing multiple accounts.
• Proven experience managing team performance metrics and presenting results to upper management.

Responsabilidades

• Manage performance metrics, including Service Support KPIs, retention and turnover within the assigned team.
• Lead and monitor Service Desk Analysts to ensure adherence to quality standards across phone, email, and chat interactions.
• Collaborate with the Manager to achieve company goals using ITIL best practices.
• Support resource scheduling, cross-training and succession planning.
• Provide leadership and mentoring to Service Desk Leads and Agents.
• Participate in recruitment processes and interview candidates.
• Ensure effective management of Incident and Request queues per OLAs and SLAs.
• Perform ticket audits with proper comments and root-cause documentation.
• Support transitions for new accounts, products, and processes with Project Management.
• Participate in automation projects and comply with security policies.
• Attend operational and project meetings as required.
• COE: maintain training calendars, develop cross-training and succession plans, update training materials.

Conocimientos

Excel

ITIL

QA

PM

Customer service

Call center tech

Educación

University degree in Business Administration

Alternative: 5 years leading Service Desk teams

Descripción del empleo

Auxis is seeking a Service Desk Supervisor to oversee Service Desk resources and ensure optimal operations for end users. You will schedule, monitor performance, and report KPIs as defined by the business and client.

The role requires 5+ years leading teams in Shared Services, strong analytics, and proficiency in Excel and ITIL processes. English and Spanish skills are essential for cross-functional collaboration and client communication.