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