Help Desk Coordinator / Supervisor - Bilingual

Description

Job Summary: Lead the bilingual help desk operation, coordinating L1 and L2 teams, managing performance indicators, and designing continuous improvement strategies for U.S. customers. Key Highlights: 1. Help desk leadership focused on U.S. customers 2. Coordination of L1 and L2 teams and performance indicator management 3. Design of operational improvement strategies and team feedback Help Desk Supervisor - Bilingual Location: Northern Bogotá / On-site Schedule: Rotating – 42 hours per week Contract: Indefinite term + Benefits Salary: To be agreed upon What will you do in this role? Lead the help desk operation focused on U.S. customers, ensuring compliance with performance indicators, team efficiency, and continuous service improvement. Coordinate L1 and L2 teams Manage performance indicators, SLAs, and periodic reports Design operational improvement strategies Provide ongoing coaching and feedback to the team Support the account manager in meetings and follow-ups Manage shifts, vacations, and leave requests Participate in recruitment processes What are we looking for? Professional degree in Systems Engineering, Telecommunications, or related field (with professional license) +3 years of experience in help desk or IT support leadership Knowledge of ITIL, ISO 9000 and 27000 Proficiency in hardware and software Advanced English (C1–C2) ITIL V4 certification desirable . -Requirements- Minimum education: University / Professional degree 3 years of experience Languages: English Keywords: resident, supervisor, assistant, deputy manager, responsible person, coordinator, manager, captain, help, assistance