Remote Helpdesk Lead - Elevate IT Support Quality

TripleTen; Ciudad de México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A progressive education company is seeking a proactive Helpdesk Manager to oversee internal IT support. The role involves managing a team, improving helpdesk operations, and developing a comprehensive knowledge base. Ideal candidates will have 3+ years in IT support, with strong experience in Jira and excellent communication skills. This is a full-time remote position with competitive compensation ranging from $2500 to $3000 USD, depending on experience.

Servicios

Competitive compensation

Remote position

Hands-on experience in ed-tech

Access to modern digital tools

Formación

• 3 years of experience in IT support or helpdesk roles.
• At least 1 year in a leadership capacity.
• Strong experience with Jira project management.
• Excellent written communication skills.
• Strong organizational and problem-solving skills.

Responsabilidades

• Supervise and mentor IT Support Agents.
• Manage helpdesk operations and ticket prioritization.
• Monitor helpdesk metrics for service quality improvements.
• Create and maintain a knowledge base.
• Drive process improvements and ensure compliance.

Conocimientos

Team Management

Helpdesk Operations

Knowledge Base Management

Technical Support

Process Improvement

Herramientas

Jira

Google Workspace

VPNs

Active Directory

Windows

Descripción del empleo

A progressive education company is seeking a proactive Helpdesk Manager to oversee internal IT support. The role involves managing a team, improving helpdesk operations, and developing a comprehensive knowledge base. Ideal candidates will have 3+ years in IT support, with strong experience in Jira and excellent communication skills. This is a full-time remote position with competitive compensation ranging from $2500 to $3000 USD, depending on experience.