**Job Description** We are seeking a professional with a background in systems engineering, industrial engineering, or related fields, with at least two years of experience leading remote technical support teams and expertise in service management tools such as Service Desk, Jira, and Solman within SAP environments. The ideal candidate is organized, possesses strong communication skills, adopts a proactive approach, and is highly focused on customer satisfaction. **Requirements** * Experience coordinating help desk teams. * Proficiency with service management tools such as Service Desk, Jira, and SAP Solman. * Knowledge of the SAP solution lifecycle. * Leadership, communication, and performance metric management skills. * Customer satisfaction orientation. **Responsibilities:** * Coordinate and supervise remote help desk consultants. * Ensure compliance with established service level agreements (SLAs). * Monitor and report service performance metrics. * Manage assignment and tracking of tickets in service management tools, including Service Desk, Jira, and SAP Solman. * Identify opportunities for improvement in customer service and support processes. * Serve as the escalation point for critical incidents. * Promote best practices in customer service and effective problem resolution. * Facilitate continuous team training on tools and processes. * Maintain seamless communication with other technical and business units. * Identify opportunities for service growth.