We are seeking a bilingual IS Help Desk Supervisor to lead our technical support team in Medellín.
This role is critical in ensuring the highest quality of IT support for internal and external users while aligning with the organization's business objectives.
The Help Desk Supervisor will manage day-to-day operations, mentor junior staff, and serve as a key link between IT services and business performance.
Key Responsibilities
- Supervise daily operations of the Help Desk team, including scheduling, task assignments, and coverage.
- Ensure high-quality customer service delivery to employees, clients, and patients.
- Oversee performance reviews, provide coaching, and handle escalations.
- Monitor change management processes and enforce standards to reduce service disruptions.
- Develop reporting metrics and share insights with business leaders to enhance decision-making.
- Collaborate with leadership to integrate new business units and hospital acquisitions.
- Drive process improvements and efficiency initiatives to optimize team performance.
- Provide technical support for critical applications supporting Help Desk operations.
- Mentor and train junior analysts, fostering a culture of learning and continuous improvement.
Qualifications
- Certificate from a 2–4-year university program, or equivalent work experience.
- Minimum 3 years of experience in customer service environments, with 2+ years in supervisory or management roles.
- Strong knowledge of Help Desk ticketing systems.
- General knowledge of Windows OS (7/10/11), Office 365, MS Project, SharePoint.
- Understanding of LAN/WAN networking protocols and infrastructure.
- Excellent communication, leadership, and problem-solving skills.
- Ability to manage priorities, work under pressure, and deliver results.
- Bilingual: Spanish and English (written and spoken) required.
Key Competencies
- Leadership and teamwork
- Problem-solving and analytical thinking
- Task management and prioritization
- Outcome orientation
- Business awareness and client focus
Tipo de puesto: Tiempo completo