**American Technet 574 SAS — Over 20 years leading technological solutions in Colombia** Seeking a Technology Specialist or Systems/Telecommunications Engineer—or equivalent—with over 2 years’ experience coordinating end-user support service management, basic knowledge of ITIL, continuous improvement methodologies, and prior experience leading teams. Must have experience managing service desks, ticket management tools, tracking KPIs, control dashboards, as well as prior direct experience supporting end users, operating systems, servers, Microsoft 365, and networks. **FUNCTIONS** * Proactively manage and coordinate help desk and on-site support operations. * Monitor real-time ticket intake via ticket management tools and omnichannel chat. * Manage ticket assignment for on-site assistance. * Supervise response times, adherence to procedures, and response quality. * Continuously monitor WhatsApp queues and GLPI backlog. * Ensure timely management and response to tickets (Email and WhatsApp) — Dispatcher cases desk. * Coordinate on-site support analysts (verifying assistance deliveries, monitoring schedule compliance, service delivery). * Track support services and incidents handled by desk and on-site analysts. * Support desk and on-site analysts regarding service scope and procedures. * Manage escalations to specialized Level 2 or Level 3 teams. * Provide ongoing feedback to analysts regarding incorrect responses, improper procedures, and delayed response times. * Make real-time decisions—including rescheduling on-site assistance and desk management—for major incidents. * Maintain constant communication with clients regarding changes/updates to on-site appointment schedules. * Propose changes, modifications, or strategies aimed at improving service quality. * Train new help desk and on-site analysts (internal processes). * Manage analyst shifts for help desk and on-site support on Saturdays (rotations). * Manage biweekly expense reports. **Base salary: $3,100,000 + $300,000 additional subsidy** Employment type: Full-time