Why SoftwareOne? Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser passionate about delivering special Customer Happiness and results. Our leaders empower and encourage their teams and provide a working environment that delivers incredible levels of Employee Happiness. We are Low ego. Our leaders operate with a high level of Team but can work at Speed lead change in a global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support our approximately 65,000 customers in their digital transformation. The role We are thrilled to announce an opportunity to join our team as: IT Support Services Lead SoftwareOne Full-time | Medellín - Colombia | Onsite Role Overview: We are looking for an experienced IT Support Services Lead to manage a dynamic team of professionals responsible for delivering high-quality IT support across onsite and remote environments. This role will be accountable for ensuring the seamless operation of IT infrastructure, delivering customer-focused technical support, and coordinating with internal and external stakeholders to drive operational excellence. - Lead and manage a team of IT professionals across HelpDesk and Onsite Support functions. - Supervise the installation, configuration, and maintenance of servers, networks, operating systems, and databases. - Coordinate and ensure timely response to IT incidents, service requests, and escalations. - Guarantee high availability, security, and continuity of IT services. - Oversee procurement, deployment, and lifecycle management of hardware and software assets. - Establish and monitor KPIs and SLAs to ensure service excellence and client satisfaction. - Ensure compliance with cybersecurity standards and data protection policies. - Collaborate with clients and cross-functional teams to define priorities, schedule tasks, and implement improvements. - Implement and maintain IT best practices aligned with frameworks such as ITIL or PMP. - Drive adoption of cloud and hybrid solutions in coordination with enterprise architecture. What we need to see from youProfile - Degree in Systems Engineering, Information Technology, Computer Science, or related fields. - Specialization in Project Management (PMP, PRINCE2) or IT Service Management (ITIL) is highly valued. - Proven experience managing IT infrastructure and support operations. - Experience in leading technical teams and managing IT projects. Technical Skills - Strong knowledge of IT infrastructure: networks, servers, storage, and virtualization. - Experience with IT management tools (e.g., ITSM platforms, HelpDesk systems). - Familiarity with cybersecurity and compliance regulations. - Proficiency with cloud platforms such as AWS, Microsoft Azure, or Google Cloud. Soft Skills - Strong leadership and people management skills. - Excellent problem-solving and decision-making abilities. - Effective communication with both technical and non-technical stakeholders. - High adaptability to new technologies and working methodologies. - Customer-oriented mindset and proactive attitude. Why should you join? - Creative culture with lived what we value for an appreciative and supportive work environment. - Employee recognition programs. - A variety of training and development opportunities. - Work-life balance. - Referral bonus program. - Multicultural interaction. - Contribution to society through employee initiatives. - Corporate events. - Newest technologies for our clients and colleagues. - And much more! Job Function Software & Cloud