Job Description

Our mission

We are a cutting-edge e-commerce company developing products for our own technological platform. Our creative, smart and dedicated teams pool their knowledge and experience to find the best solutions to meet project needs, while maintaining sustainable and long-lasting results.

How? By making sure that our teams thrive and develop professionally. Strong advocates of hiring top talent and letting them do what they do best, we strive to create a workplace that allows for an open, collaborative and respectful culture.

The Role

As a Service Desk supervisor, you will manage the first-level support team in Latin-American time zones and other locations when required. In this position, you will be the main point of contact with internal customers, working with different areas to ensure operational-level agreements (OLAs) and SLAs. We are a 24/7 business, and our IT support team provides support to our employees at all times.

Other tasks related to your role are:

• Manages the staff and operations of the service desk team on-site.
• Ensures team members are trained and coached on troubleshooting and delivering a solution.
• Perform backlog and ticket queue management, ensuring work items, requests and incidents are resolved regularly and without interruptions.
• Create and maintain support documentation to assist the technical team with regular tasks.
• Identifies service improvements to increase customer satisfaction.
• Provide efficient and effective technical assistance for incoming queries and issues.
• Develop and review KPIs and related data that helps to improve internal processes
• Escalation of requests to the appropriate team when needed.
• Analyzes and provides feedback to management to ensure that Service Level Agreements are met on assigned tickets.
• Engage vendors and partners, ensuring SLAs and standards are maintained.

Knowledge and skills you need to have

• 5+ years of experience as a Service Desk supervisor or in Service Delivery roles.
• B.S. in Computer Science, Computer Engineering, or a related field, however, a combination of other diplomas, certificates and experience will also be considered.
• Excellent communications skills, both verbal and written
• Ability to delegate, train, inspire, and motivate staff.
• Familiarity with ITSM tools platforms
• Habituated to perform exceptional remote troubleshooting of end-user devices and software
• Experience with end-user desktop/laptop setup
• Customer service oriented
• C1 English and Spanish level
• Leadership/Supervisory experience
• Flexibility to work with departments in different time-zones, with different cultures.

Bonus points for the following

• ITIL Foundation certification