Service Desk Manager
Aviso de fuente externaen Auxis
Auxis seeks a Service Desk Manager to lead a 24x7, 365 global Service Desk operation, improve service performance, and develop its team.
Salario
No especificado
Ubicación
Bogotá, Colombia
Tipo de empleo
Tiempo completo
Modalidad
No especificado
Service Desk Manager
Bogotá, Colombia
Descripción del empleo
About the role
Auxis is seeking a Service Desk Manager to lead and continuously improve a 24x7, 365 Service Desk operation supporting a diverse, global employee population. The role oversees 10-15 Service Desk agents supporting users across multiple regions and ensures consistent, secure, high-quality end-user support. It combines people leadership, operational rigor, and customer experience, partnering with IT leadership, infrastructure, security, and business stakeholders to deliver reliable, scalable end-user support services.
Responsibilities
- Lead day-to-day operations of a follow-the-sun Service Desk supporting users across multiple time zones.
- Monitor, analyze, and report on ticket resolution times, SLA/OLA adherence, backlog, first-contact resolution, and customer satisfaction.
- Identify trends, root causes, and systemic issues, and drive process improvements to enhance efficiency and service quality.
- Ensure service delivery aligns with defined SLAs, OLAs, and business expectations.
- Oversee incident, request, and knowledge management processes within the ITSM platform as directed by the IT Global Head of Support.
- Lead, mentor, and develop Service Desk leads, senior agents, and analysts across global locations.
- Foster collaboration, accountability, continuous improvement, and customer-centricity.
- Manage workforce planning, scheduling, performance management, and career development.
- Drive employee engagement and retention in a high-volume, customer-facing support environment.
- Act as the primary escalation point for Service Desk-related issues and service disruptions.
- Partner with senior stakeholders.
Datos clave
- Leads a 24x7, 365 Service Desk operation.
- Oversees a team of 10-15 Service Desk agents.
- The role supports users across multiple regions and time zones.
Salario estimado
Salario estimado para soporte técnico en Colombia: COP 2.000.000 - 2.800.000 al mes, según 9 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.
Preguntas frecuentes
What does the Service Desk Manager do?
The role leads and improves a global Service Desk operation, oversees service performance, and develops the team.
How many agents does the role oversee?
The Service Desk Manager oversees a team of 10-15 Service Desk agents.
What processes does the role oversee?
The role oversees incident, request, and knowledge management processes within the ITSM platform as directed by the IT Global Head of Support.
¿Cuánto paga este empleo?
Esta oferta no indica el salario. Como referencia, el salario estimado para soporte técnico en Colombia es de COP 2.000.000 - 2.800.000 al mes, según 9 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.