Technical Services Leader / Help Desk

Description

Position Summary: Lead help desk operations, ensuring timely, efficient, and high-quality support, compliance with SLAs/ANS, and customer satisfaction. Key Responsibilities: 1. Lead the technical support team (remote and on-site). 2. Manage ticket flow and ensure adherence to response time targets. 3. Optimize processes and improve service quality. **We are hiring at siTECH Colombia!** **Position:** Technical Services Leader / Help Desk Location: Bogotá Work Mode: On-site Salary: To be agreed upon **What will be your mission?** Lead help desk operations, ensuring timely, efficient, and high-quality support while guaranteeing compliance with SLAs/ANS and customer satisfaction. **What will you do in this role?** You will lead the technical support team (remote and on-site) You will manage ticket flow (Odoo, OSTicket, or similar tools) You will ensure adherence to response and resolution time targets You will assign and coordinate technicians based on specialization You will track incidents, warranties, and services You will generate management reports and KPIs You will handle escalations and critical cases You will optimize processes and improve service quality **Candidate Profile:** ✔ Bachelor's or Technologist degree in Systems, Telecommunications, or related fields ✔ Minimum 3 years of experience leading technical support teams ✔ Experience in help desk operations and ticket management ✔ Proficiency with tools such as Odoo, OSTicket, or similar ✔ Knowledge of networks, hardware, and software ✔ ITIL certification is desirable **This role is for you if:** ✔ You are passionate about leading technical teams ✔ You focus on customer service ✔ You are organized and results-oriented ✔ You can make decisions under pressure **Apply by sending your resume to:** afernandez@sitechcolombia.com thumano@sitechcolombia.com **Subject:** Technical Services Leader 316 273 2806 Join a team transforming the technological service experience! Workplace: On-site employment