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Urgent! Supervisor/a de Mesa de Ayuda (Help Desk Lead) Job Opening In Bogotá – Now Hiring Confidential

Supervisor/a de Mesa de Ayuda (Help Desk Lead)



Job description

Supervisor/a de Mesa de Ayuda (Help Desk Lead) ️

¡Estamos contratando! Supervisor/a de Mesa de Ayuda (Help Desk Lead)
Remoto desde LATAM | Horario: 9:00 a 18:00 (hora Colombia)
De lunes a viernes | Jornada completa

En Talentfyseek , seguimos creciendo y buscamos a un/a líder de soporte técnico con amplia experiencia en la gestión de equipos de N1 y N2.

Si te apasiona la tecnología, el liderazgo y la mejora continua en entornos IT, esta oportunidad es para ti.

Rol estratégico en una empresa de soluciones tecnológicas en expansión
Salario competitivo
Trabajo remoto desde cualquier parte de LATAM
Oportunidades reales de crecimiento y liderazgo
Cultura enfocada en la innovación, el equipo y la excelencia

¿Qué harás en tu rol como líder de la mesa de ayuda?

Coordinar y supervisar al equipo de soporte técnico (N1 y N2)
Establecer prioridades, asignar tickets y asegurar cumplimiento de SLA
Analizar métricas, identificar cuellos de botella y proponer mejoras continuas
Acompañar al equipo en la resolución de incidencias complejas
Generar reportes semanales de desempeño y calidad de atención
Participar en la definición de procesos IT y documentación técnica
Brindar coaching y seguimiento al equipo técnico para asegurar su desarrollo profesional

Ámbitos de resolución y gestión técnica

Supervisión de incidencias comunes:

Fallos de red, VPN, correo, hardware y software corporativo

Soporte y seguimiento de incidentes en Active Directory y Microsoft 365

Escalamiento a proveedores externos y coordinación con áreas técnicas

Seguimiento de tickets de alta prioridad y resolución crítica

Gestión de la operación:

Control de KPIs de soporte (First Response, SLA, resolución)

Mejora de tiempos de respuesta y satisfacción del usuario final

Optimización del sistema de tickets (Jira, ConnectWise, etc.)

¿Qué buscamos en ti?

Experiencia mínima de 5 años en soporte técnico, al menos 2 años liderando equipos
Conocimientos sólidos en herramientas ITSM, Active Directory, Microsoft 365, redes
Habilidades analíticas, de organización y enfoque en resultados
Excelentes habilidades de comunicación, liderazgo y gestión de equipos remotos
Capacidad de toma de decisiones y orientación al cliente interno

Valorable si cuentas con:

Certificaciones ITIL, CompTIA o similares
Inglés intermedio o avanzado
Experiencia en empresas de tecnología o entornos de outsourcing/consultoría

¿Listo/a para liderar una mesa de ayuda que brinda soporte a empresas tecnológicas en LATAM y España?


¡Postúlate y sé parte del equipo de Talentfyseek! Transformamos talento en soluciones.

#SupervisorTI #HelpDeskLead #SoporteIT #TrabajoRemoto #Talentfyseek #WeAreHiring

#J-18808-Ljbffr


Required Skill Profession

Dirección De Ventas



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