Manager

September 17, 2024

Kualty

Medellín

OTHER

What were looking for Manager, IT Service Center (Only Latin America)
We're looking for a seasoned Manager, IT Service Center with 3 Years of work experience FOR 3 MONTH PROJECT.
The IT Service Center Manager oversees daily technical support operations, addressing issues related to hardware, software, networks, and security. This role includes managing desktop support, virtual workstations, and ensuring the smooth operation of IT services.
Responsabilities:

Oversee service requests, incidents, and problem resolution.
Manage escalated issues and act as the primary escalation point.
Develop and refine escalation processes for phone/ticket systems.
Ensure positive end-user experiences and effective execution of system functions.
Identify root causes of issues and communicate solutions effectively.
Provide data and KPI reporting to relevant departments and drive continuous improvements.
Manage the service ticket queue and participate in escalated calls.
Lead and mentor support staff, conducting performance reviews and overseeing scheduling.
Ensure adherence to service-level agreements (SLAs) and maintain high-quality customer support.
Support process improvement initiatives and manage vendor interactions for IT services.

Experience and knowledge

Bachelor's degree in Computer Science or related field (or equivalent work experience).
3+ years of experience in IT Service Center/Help Desk operations.
Supervisory or team lead experience preferred.
Expertise in Microsoft environments and strong customer service skills.
Ability to multitask, prioritize, and manage multiple projects in a fast-paced environment.
Experience with process improvement, root cause analysis, and trend analysis.
Familiarity with ITIL, service metrics, and reporting.
Knowledge of Windows and Mac operating systems.
Strong communication and problem-solving skills.
English level B2+ (Please apply ONLY if you meet this requirement).
Only applies LATAM.

Preferred Skills:

Experience managing vendor services using KPIs and SLAs.
ITIL certification and experience with service management tools like BMC Remedy.
Ability to work flexible hours, including evenings and nights

Compensation & Benefits