IT Support Coordinator

Description

Job Summary: We are seeking an IT Support Coordinator to lead technical support operations and contribute to ensuring timely, reliable, and high-quality service for our customers. Key Highlights: 1. Lead and coordinate the IT Support team. 2. Ensure compliance with SLAs and customer service delivery. 3. Participate in problem analysis and diagnosis. **Publication Date:** August 19, 2026 **Salary Range:** $5.000.000 to $6.000.000 monthly **Contract Type:** Indefinite-term contract **Work Modality:** On-site — Bogotá D.C. **Working Hours:** Full-time **Job Description** At LABCORESOFT SAS, a company specializing in technological solutions for clinical laboratories, we are seeking an IT Support Coordinator to lead technical support operations and contribute to ensuring timely, reliable, and high-quality service for our customers. The selected candidate will be responsible for coordinating the IT Support team, monitoring Service Level Agreements (SLAs), managing incidents and requests, and collaborating with various departments across the company to resolve technical and operational issues. **Main Responsibilities** · Lead, organize, and monitor activities of the IT Support team. · Supervise incident, request, and requirement handling reported by customers. · Ensure compliance with Service Level Agreements (SLAs). · Manage prioritization, escalation, and follow-up of critical incidents. · Monitor service metrics, response times, resolution times, and quality. · Coordinate with Development, Implementation, Infrastructure, and other departments to resolve incidents. · Maintain effective and professional communication with customers. · Participate in analysis and diagnosis of issues related to applications, databases, infrastructure, and communications. · Supervise installation, configuration, updating, and deployment processes of solutions. · Promote best practices in documentation, traceability, and knowledge management. · Identify recurring incidents and coordinate actions aimed at eliminating root causes. **Requirements** · Bachelor’s degree in Systems Engineering, Computer Engineering, Software Engineering, or related fields. · Minimum 5 years of professional experience in technology, support, or software implementation roles. · Proven experience leading or coordinating technical support, technology, or implementation teams. · Experience managing customer incidents and requests. · Experience implementing and supporting enterprise applications or web applications. · Experience working with corporate clients. **Technical Knowledge** · Microsoft SQL Server and SQL query development. · Basic database problem diagnostics. · Web applications and client-server architectures. · Fundamental concepts of APIs and web services. · Networks, communications, and connectivity. · Windows operating systems. · Application installation and configuration. · Help desk and ticket management tools. · Incident management and tracking. · Concepts of IT service management. It is not expected that the Coordinator be the highest-level technical expert across all technologies; however, they must possess sufficient knowledge to understand incidents, guide their diagnosis, set priorities, and coordinate their resolution effectively. **Competencies** · Leadership and ability to develop teams. · Service orientation. · Clear and effective communication. · Negotiation and customer management skills. · Organization and follow-up capability. · Analytical and problem-solving skills. · Critical thinking. · Ability to prioritize and make decisions. · Effective handling of high-pressure situations. · Collaborative work with multidisciplinary teams. · Results orientation and continuous improvement. **Desirable Qualifications** · Completed postgraduate specialization in technology, project management, service management, or administration. · ITIL certification or demonstrable knowledge in IT service management. · Experience using help desk or service management tools. · Experience with support metrics and service level agreements. · Experience in software or technology companies. · Experience with mission-critical systems. · Experience in the healthcare sector, clinical laboratories, or clinical information systems. **Management Metrics** · SLA compliance. · Average first-response time. · Average resolution time. · Pending and overdue incidents. · Problem recurrence rate. · Quality of solution documentation. · Customer satisfaction. · Support team productivity and performance. **We Offer** · Indefinite-term contract. · All statutory social benefits. · Continuous training. · Opportunities for professional growth and development. · A professional, collaborative, and continuously improving work environment. **Position Requirements** This position is 100% on-site in Bogotá D.C. Candidates must reside in Bogotá or have availability to work on-site in the city and comply with full-time working hours. We seek a professional who combines leadership, customer orientation, and technical judgment—capable of organizing support operations, mentoring their team, and ensuring that customer incidents and requests are handled with quality, traceability, and timeliness. Job Type: Full-time Education: * Completed postgraduate specialization (Desirable) License/Certification: * ITIL Certification (Desirable) Work Location: On-site employment