**Job Description** We are seeking an experienced Support Manager to join our vibrant live streaming studio in Medellin. In this role, you will lead a dedicated team of support specialists to ensure seamless streaming experiences for our clients while delivering exceptional customer service. **Job Description:** * Daily management of the Help Desk support center, including setting goals, routines, performance analysis, and process improvement. * Leading a professional support team, providing guidance and direction in responding to clients and management inquiries. * Managing time, prioritizing tasks, and setting duties for the support team while meeting SLA and service quality goals. * Create and monitor ticketing system to ensure studio management smooth and in time resolution for clients inquiries. * Identifying opportunities for service and efficiency improvement. * Handling complex situations and finding creative solutions. * Seek to improve the client feedback level and reduce response time. * Serving as the primary point of contact with studio management and global management. * Writing and maintaining work procedures and flow charts according to each studio and client. * Manage the day\-to\-day support team employees – evaluations, vacations, schedule. * Collaborate with cross company departments. Job Requirements: * At least 3 years of proven experience in managing a Help Desk support department in an organizational environment – mandatory. * Deep understanding of Help Desk workflows and ticketing systems – mandatory. * Bachelor's degree in a relevant field with a specialization in Information Systems – an advantage. * Certifications or specialized courses in relevant IT fields – an advantage. * Initiative and a desire to lead change. * Leadership and project/task management skills. * Ability to work under pressure and meet goals. * Experience dealing with challenges and overcoming resistance. * A proactive approach to problem\-solving. * High proficiency in English (speaking, writing, and reading). Job Type: Full\-time Language: * English on a professional level (Required)