**Job Information**: Job Family **IT*** Work Arrangement **Onsite*** City **Usaquen*** State/Province **Distrito Capital de Bogotá*** Country **Colombia*** **Boost Your Career: Discover the Top 3 Reasons Why Leading Our IT Service Desk Team is the Dream Opportunity!** Are you ready to redefine your professional journey? Join our dynamic team as an **IT Service Desk Team Leader** and unlock a world of unparalleled benefits and opportunities. Here are 3 compelling reasons why this role is your next career milestone: - Company Culture: Immerse yourself in a vibrant and inclusive culture that celebrates diversity and creativity. - Meaningful Impact: Lead a team to make a difference in the lives of our clients and communities through impactful work. - Growth Potential: Take your career to new heights with ample opportunities for advancement and leadership roles. **Your Role in the Spotlight** Unveil your potential beyond mere professional skills; your proficiency in Windows support and Active Directory administration serves as a beacon guiding your journey as you lead a team towards success. Join us, where every day presents chances for significant contributions, and your leadership is valued and refined. Embrace the thrill of making a difference, and together, let's embark on a quest for excellence! **The big picture**: - Employment type: Indefinite term type contract - Shift: Rotating Shift - Work Setup: Onsite, Bogota and Medellin - Perks: Comprehensive benefits package, prepaid medicine, work items provided **Crowning Perks: Rewards of the Role** - 5 Days work week - Prepaid medicine - Work-Items (laptop, mouse, and headset) - Indefinite term type contract - 5 extra days of vacation leave (20 in total) that could be monetized. - Direct exposure to our clients - Career growth opportunities - Diverse and supportive work environment - Prime Office Locations - Bogotá and Medellin - Upskilling: Emapta Academy **Essential Talents: What We're Looking For** **Education**: - BS in Information Technology, MIS, or a similar program; or equivalent work experience Experience Target: - Experience in a similar capacity, or a minimum of 2 years as an IT Service Desk Team Leader, preferably with a senior or supervisory role Technical Competency: - Background in three or more of the following: - Windows 10/7/2000/XP/Vista Desktop support - Microsoft Internet Explorer/Office/Outlook - Avaya or Nortel telephony - Windows Server 2000/2003 support and administration - Microsoft IIS, ISA, or Exchange - Active Directory 2000/2003 - Local Area Networks (Cisco or 3Com) - Wide Area Networks - Knowledge in TCP/IP - ITIL experience and qualification would be an advantage - Additional language skills to a technical level would be an advantage Personal Competency: - Strongly customer service-oriented - Strong leadership and management skills - Competent problem-solving skills - Customer service-oriented - Assertive and proactive - Good command of oral and written English - Must have interpersonal communication skills and a pleasant demeanor - Ability to carry out technical diagnosis/analysis - Resourceful - Engaging internal (core teams) and external stakeholders (client/client staff) - Have a flexible attitude and wide knowledge of IT - Willingness to rotate shifts, as needed - Ability to perform light hand activity work at a computer station in an office environment - Demonstrable leadership qualities and willingness to take responsibility **Ignite Your Professional Passion** **Job Description**: - Lead a team of IT Service Desk Analysts to maximize the number of resolved incidents and enhance customer satisfaction. - Ensure that IT Service Desk Analysts register and manage all incidents and service requests according to appropriate Service Levels. - Set clear targets and objectives for IT Service Desk Analysts on a daily, weekly, and monthly basis. - Effectively manage rapid technological and business change. Objectives: - Provide an end-user service interface for the Emapta IT department, addressing user-reported incidents, and recording user-driven change and service requests, ensuring clear and accurate communication against progress until completion, whether fully resolved within the IT Service Desk or by other IT departments & suppliers/vendors according to SLA’s. - Lead a team of Service Analysts in delivering IT Services and providing IT Support to ALL Emapta sites, Clients, and Client staff. The IT Service Desk Team Leader will act as the central point of contact between the End-users, Clients, and IT Service Management across the Emapta organization. Roles and Responsibilities: - Manage the ITSD team to provide customer support and advice on all IT issues. - Provide a single point of contact IT Service Desk team with ownership for incidents, problems, and service requests from internal and external customers. - Monitor system performance and faults to ensure the IT Service Desk team is mee