Help Desk Leader / Coordinator – Bilingual

Description

Job Summary: You will lead the bilingual Help Desk operation, coordinating L1 and L2 teams and designing operational improvement strategies focused on U.S. clients. Key Highlights: 1. Bilingual Help Desk Leadership with a Focus on Continuous Improvement 2. Coordination of L1 and L2 Teams and Performance Indicator Management 3. Design of Operational Strategies and Managerial Support Help Desk Supervisor – Bilingual Location: Northern Bogotá / On-site Mode 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. clients, 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? Bachelor’s degree in Systems Engineering, Telecommunications, or related field (professional license required) +3 years of experience in Help Desk or IT support leadership Knowledge of ITIL, ISO 9000, and ISO 27000 Proficiency in hardware and software Advanced English (C1–C2) ITIL V4 certification is desirable . -Requirements- Minimum Education: University Degree / Professional Program 3 years of experience Languages: English Keywords: head, manager, director, chief, lead, leadership, supervisor, deputy manager, responsible person, coordinator, administrator, captain, help, assistance