IT Support Coordinator

Description

Job Summary: We are seeking an IT Service Desk Coordinator to lead teams and transform the service experience within an educational institution undergoing international expansion. Key Highlights: 1. Lead teams and transform the service experience 2. Join an institution experiencing growth and international expansion 3. Opportunity for professional development and career advancement At the **International University Foundation of La Rioja**, we believe in the power of education to transform lives. We seek individuals committed to generating a positive impact on society, interested in innovation and contributing—through their role—to the development of online higher education. Join an institution in full growth and international expansion, recognized for its academic excellence and commitment to innovation. ##### ***If you are passionate about leading teams and transforming the service experience*** ##### ***This opportunity is for you*****!** **We invite you to apply to join our community as an IT Service Desk Coordinator.** We are looking for a person with leadership skills, service orientation, and a results-driven mindset—capable of coordinating first-level support operations, ensuring an exceptional experience for our users, and promoting continuous improvement of technological processes. **What will be your mission?** Coordinate and supervise the operations of the Level 1 (L1) support team, ensuring timely handling of incidents and requests, compliance with Service Level Agreements (SLAs), and continuous process improvement—contributing to the quality and continuity of the organization’s technology services. ###### **What will be your responsibilities?** * Coordinate, organize, and supervise the daily activities of the L1 Support team, ensuring appropriate workload distribution and prioritization. * Manage assignment, prioritization, and tracking of incidents and service requests, ensuring compliance with established SLAs and KPIs. * Lead the management of critical and high-impact incidents, acting as escalation point and coordination hub. * Coordinate activation and monitoring of war rooms when service criticality requires it. * Supervise service quality and proper user assistance. * Monitor operational metrics and prepare service reports and executive dashboards. * Coordinate communication with Development, Infrastructure, Communications, Workplace, and external vendor teams. * Identify opportunities for continuous improvement in processes, procedures, and tools. * Participate in defining and updating operational procedures and knowledge bases. * Supervise team productivity, operational capacity, and professional development. * Support the team in managing and resolving functional incidents when necessary. * Ensure business-critical process continuity through incident tracking and coordination. * Analyze, validate, and prioritize incidents prior to escalation to specialized teams. * Manage service requests and monitor high-impact business incidents. * Provide operational support to the team during peak demand, critical incidents, or special service requirements. ###### **What are we looking for?** * Degree in Systems Engineering, Telecommunications, Computer Science, or related fields. * Minimum 5 years of experience in IT Support, Service Desk, or Help Desk services. * Minimum 2 years of experience coordinating support or user assistance teams. * Experience managing critical incidents and operating in high-volume ticket environments. * Experience tracking SLAs, KPIs, and service metrics. * Experience preparing executive reports and monitoring support operations. * Desirable: Experience in organizations serving large user bases. ###### **Technical Knowledge:** Ticketing tools such as ServiceNow, Jira, Freshservice, or similar. Microsoft 365 and collaborative tools. IT service management methodologies (e.g., ITIL or similar). Incident, problem, and change management. Development and analysis of operational metrics. Functional knowledge of corporate applications and business processes. ###### **Competencies:** * Leadership and team management. * User orientation and service mindset. * Excellent verbal and written communication skills. * Decision-making under pressure. * Analytical ability and problem-solving skills. * Organization and planning. * Efficient priority management. * Results orientation. * Proactivity and initiative. * Ability to coordinate multiple areas simultaneously. ###### **What do we offer?** * Job stability. * Base salary + statutory benefits. * Full-time working schedule. * Opportunity to join a stable company undergoing full expansion and international presence. * 80% tuition discount for employees pursuing any of our degree programs. * Exceptional work environment fostering camaraderie and teamwork. * Opportunity for professional development and career advancement. **Join an institution experiencing growth and international expansion—recognized for its academic excellence, commitment to innovation, and transformation of dreams through education!** *The International University Foundation of La Rioja–UNIR (hereinafter, "FUC") will process the personal data you have provided for the following purposes: managing your participation in recruitment processes, evaluating your profile, and—if suitable for other vacancies—sharing your information with other companies within the Group.* *Detailed information regarding the processing of your personal data is available in the legal notice accompanying the application form. As the data subject, you have the right to access, update, and correct your personal data and, where applicable, to request deletion or withdrawal of consent for processing, by sending written correspondence to:* *ppd@unir.edu.co.* #LI-DJ1