IT Support Coordinator

Description

Job Summary: We are seeking an IT Service Desk Coordinator to lead teams and transform the service experience, coordinating first-level support operations and promoting continuous improvement. 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 growth. 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 innovating and contributing—through their role—to the development of online higher education. Join an institution undergoing rapid 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 seek a person with leadership skills, service orientation, and a results-driven mindset—capable of coordinating first-level support operations, ensuring an exceptional user experience, and promoting continuous improvement of technological processes. **What will be your mission?** Coordinate and supervise the operations of the Level 1 (N1) 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 Level 1 (N1) 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 monitoring and coordination. * Analyze, validate, and prioritize incidents before escalation to specialized teams. * Manage service requests and track high-impact business incidents. * Provide operational support to the team during peak demand periods, critical incidents, or special service needs. ###### **What are we looking for?** * Professional 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 monitoring SLAs, KPIs, and service metrics. * Experience preparing executive reports and monitoring support operations. * Desired: experience in companies serving large user bases. ###### **Knowledge Requirements:** ✅ 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. * 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 rapid expansion and international presence. * 80% tuition scholarships for employees pursuing any of our degree programs. * An exceptional work environment that fosters camaraderie and teamwork. * Opportunity for professional development and growth. **Join an institution experiencing growth and international expansion—recognized for academic excellence, innovation, and transforming dreams into reality 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 it with other Group companies.* *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 granted for its processing, by sending written communications to:* *ppd@unir.edu.co.* \#LI\-DJ1 Group Companies Management and Administrative Staff (PGA) Position Technology Locations Bogotá \- Colombia Employment Type Full-time Company Fundación Universitaria UNIR Colombia