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Urgent! Service Desk Manager Job Opening In Bogotá – Now Hiring SunDevs

Service Desk Manager



Job description

Join Our Team and Take Your Career to the Next Level

*You can also send your resume to:

**This is a worldwide Latam position, you can apply from any LATAM country.

Are you passionate about leading IT support teams and ensuring world-class service delivery?

At SunDevs, we're looking for a
Service Desk Manager
to join our team and oversee the operations of our IT support function.

You'll manage a team of service desk analysts, implement best practices, and ensure the delivery of high-quality support to internal and external stakeholders.

We're seeking a proactive and people-oriented professional with strong expertise in IT Service Management (ITSM) frameworks and excellent leadership skills.

If you thrive in dynamic environments, have a customer-centric mindset, and enjoy driving continuous improvement, this role is for you.

Fluent spoken English is required —
you'll be working closely with international teams and clients.

Responsibilities

  • Lead and manage the Service Desk team, ensuring high-quality IT support services are delivered consistently.

  • Monitor service desk operations, including incident, request, and escalation management.

  • Establish and track key performance indicators (KPIs) and service-level agreements (SLAs).

  • Drive continuous improvement initiatives to optimize processes, tools, and customer experience.

  • Collaborate with cross-functional teams to identify and resolve recurring technical issues.

  • Implement ITIL/ITSM best practices for incident, problem, and change management.

  • Conduct regular team meetings, training sessions, and performance evaluations.

  • Develop documentation, knowledge base articles, and guidelines for efficient service delivery.

  • Act as the primary point of contact for escalations and ensure timely resolution of critical issues.

  • Stay up-to-date with industry trends and emerging technologies to enhance service delivery.

What We're Looking For

  • Proven experience as a Service Desk Manager, IT Support Manager, or similar leadership role.

  • Strong knowledge of ITSM/ITIL frameworks and best practices.

  • Excellent people management and team leadership skills.

  • Solid understanding of IT infrastructure, networks, and end-user support.

  • Experience with service management tools (e.g., ServiceNow, Jira Service Management, Zendesk).

  • Strong communication skills in English (both written and verbal).

  • Customer-first mindset with a focus on delivering exceptional service.

  • Ability to work in fast-paced environments and manage multiple priorities.

  • Analytical and problem-solving skills with a continuous improvement approach.

  • Familiarity with metrics, KPIs, and reporting to track service performance.

Location

This is a remote position open to candidates across Latin America.

Applicants from any LATAM country are welcome to apply.

Ready to Elevate Your Career as a Service Desk Manager?

Apply today and join SunDevs to lead a high-performing IT support team and make an impact in delivering world-class service


Required Skill Profession

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    Unlock Your Service Desk Potential: Insight & Career Growth Guide


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