Your Mission: Lead, coordinate and optimize the operational management of our Help Desk, ensuring excellence in support service and internal and external customer care. You will be responsible for ensuring compliance with Service Level Agreements (SLA/ANS), process efficiency, and continuous end-user satisfaction. Minimum Requirements Education: Professional degree in Industrial Engineering, Business Administration, or related fields. Experience: Minimum of 3 years of experience in **leadership, coordination, and supervision** roles within customer support teams, with a strong focus on **Customer Service** and Help Desk/Service Desk management. Proven ability in **managing daily operations** to ensure service excellence and **customer satisfaction** (internal and external). Solid experience in **ensuring compliance with Service Level Agreements (SLA/ANS)**, efficiently prioritizing resources for the **effective resolution of incidents and requests**. Valuable Technical Skills: Knowledge or certification in ITIL (Information Technology Infrastructure Library). Proficiency with ticketing and case management tools (e.g., Freshdesk). Experience in Knowledge Management and development of Knowledge Bases. Your Key Responsibilities Operational Management: Supervise daily operations, ensuring proper handling, logging, and resolution of incidents and requests. Team Leadership: Lead, motivate, and develop the support analyst team, fostering a positive and high-performance work environment. Analytics and Improvement: Define and implement Key Performance Indicators (KPIs), analyze operational metrics, and produce management reports to drive data-based improvement plans. Service Assurance: Design and execute customer satisfaction measurement systems, addressing critical escalations when necessary. Essential Competencies Leadership Service Orientation and Customer Focus Problem Solving Critical Thinking Assertive Communication and Teamwork If you meet the requirements and are ready to take the next step in your career, we want to hear from you! Send your resume along with your salary expectations to mforero@sis\-colombia.com Job Type: Full-time