Help Desk Supervisor - Bilingual

Description

Job Summary: Lead the bilingual help desk operation, coordinating L1 and L2 teams, managing metrics, and designing continuous improvement strategies for U.S. customers. Key Highlights: 1. Leadership of L1 and L2 support teams at the help desk 2. Management of metrics, SLAs, and continuous operational improvement 3. Strategic role in supporting U.S. customers Help Desk Supervisor - Bilingual Location: Northern Bogotá / On-site Schedule: Rotating – 42 hours per week Contract: Indefinite-term + Benefits Salary: To be agreed upon What will you do in this role? You will lead the help desk operation focused on U.S. customers, ensuring compliance with metrics, team efficiency, and continuous service improvement. Coordinate L1 and L2 teams Manage metrics, SLAs, and periodic reports Design operational improvement strategies Provide ongoing coaching and feedback to the team Support the account manager in meetings and follow-ups Manage shifts, vacations, and leave requests Participate in recruitment processes What are we looking for? Professional degree in Systems Engineering, Telecommunications, or related field (with professional license) +3 years of experience in help desk or IT support leadership Knowledge of ITIL, ISO 9000, and ISO 27000 Proficiency in hardware and software Advanced English (C1–C2) ITIL V4 certification is desirable . -Requirements- Minimum education: University / Professional degree 3 years of experience Languages: English Keywords: resident, supervisor, assistant manager, deputy manager, responsible person, coordinator, manager, captain, help, assistance