Vacante laboral IL Service Deck and Customer Support
Regional Director of Service Desk and Customer Support
Colombia · Colombia
Category Administrative
Requisiton 1268

Regional Director of Service Desk and Customer Support

What We’re Looking for ⬇️


Requirements:

  • Advanced English level (B2/C1)
  • Bachelor’s degree in Systems Engineering, Electronic, Engineering, Electronic Engineering or related Master (Desirable)
  • From 5 to 8 years of experience in IT processes and companies
  • ITIL Certifications
  • SCRUM /Agile/PMP (Desirable)
  • IT Support Operations knowledge
  • Office proficiency
  • Thinks globally, communication skills, thrives on complete stakeholder satisfaction, commercial skills
  • Transformational Mindset, smart and decisive with data

Responsibilities:

  • Responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliment
  • Works as the first point of contact for customers for any IT issues
  • Responsible for the growth of the US Market, customers for the help desk vertical
  • Focused on serving the Iberolatam region and US market customers within the region
  • Responsible for the sales hub service desk services
  • Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
  • Conducting and sharing results from service and operation performance reviews
  • Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset
  • Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations