Help Desk Coordinator / Technical Support

Description

Job Summary: We are seeking a Help Desk Coordinator / Technical Support to ensure efficient support service delivery, overseeing incidents and requests, managing the team, and promoting continuous improvement. Key Highlights: 1. Leads and coordinates a technical support team. 2. Ensures timely resolution of technical issues and user satisfaction. 3. Implements process improvements and enhances support service quality. Job Posting IMPROVE SOLUTIONS At IMPROVE SOLUTIONS, we continue growing and want you to join our team. We are a telecommunications company that connects people, organizations, and territories through reliable, innovative, and sustainable technology solutions, with nationwide coverage. Job Description We are looking for a Help Desk Coordinator / Technical Support responsible for ensuring the delivery of efficient and high-quality technical support services, overseeing incident and request handling, ensuring SLA compliance and user satisfaction. Additionally, this role will manage the team and resources within the department, promote continuous process improvement, and act as the liaison between users and technical teams. Main Responsibilities Supervise incident and request management at the Help Desk Ensure timely resolution of technical issues (hardware, software, and networks) Monitor SLA compliance and generate management reports Coordinate and lead the technical support team Manage tools, resources, and knowledge bases Escalate and support resolution of complex cases Implement process and support service quality improvements Track KPIs and propose improvement actions Act as the point of contact for critical cases Candidate Requirements Education: Bachelor’s degree in Systems Engineering, Computer Science, Telecommunications, or related fields. Specialization or certification in technical support or IT service management (e.g., ITIL) is desirable. Experience: Minimum 3 years in technical support or help desk roles; 1 year in team coordination or supervision. Experience with ticketing and monitoring tools. Technical Knowledge: Proficiency with incident management tools: GLPI, OTRS, or similar. Familiarity with document management platforms (for cases and solutions). Knowledge of service, plant, or telephone system (PBX) monitoring. Proficiency in Microsoft Office suite (especially Excel) and report generation. Work Location: Cúcuta Contract Type: Project-based or Labor Contract Work Modality: On-site Salary: COP $2,200,000 + transportation allowance + statutory benefits Working Hours: Monday–Friday: 8:00 a.m. – 1:00 p.m. and 2:00 p.m. – 6:00 p.m.; Saturdays: 8:00 a.m. – 12:00 p.m. -Requirements- Minimum Education: University / Professional Degree 3 years of experience Knowledge: Microsoft Excel Keywords: resident, supervisor, manager, deputy manager, responsible person, coordinator, manager, captain, help, assistance, support, technologist, technician, tech, technician, technology, technology, technologist