Job summary As the Helpdesk Lead, you'll manage day-to-day operations of Tier 1 and Tier 2 support teams, ensuring effective handling of tickets, team coverage, SLA adherence, and user satisfaction. You'll also oversee documentation, process enhancements, and coordination with backend IT teams. Qualifications - Bachelor's degree - Advanced English B2/ B2+ - 3–4 years of experience in IT support, including 1+ year of leadership experience Responsibilities - Lead a team of support associates providing Level 1 and Level 2 IT support - Monitor ticket queues, assign workloads, and ensure SLA compliance - Act as the final escalation point for technical issues and user complaints - Drive the onboarding/offboarding process (devices, apps, access) - Review trends, analyze recurring issues, and work with backend teams for resolution - Provide mentorship, coaching, and periodic performance reviews for support staff - Maintain internal SOPs, knowledge base articles, and process documents. Skills - Excellent communication, leadership, and stakeholder coordination skills. - Experience with ticketing tools, documentation management, and metrics reporting. - Familiarity with ITIL framework; certification is a plus - Ability to train, mentor, and build a high-performing service team. Benefits - Great Opportunity - Indefinite Contract Descripción del trabajo Lorem ipsum dolor sit amet , consectetur adipiscing elit. Nullam tempor vestibulum ex, eget consequat quam pellentesque vel. Etiam congue sed elit nec elementum. Morbi diam metus, rutrum id eleifend ac, porta in lectus. Sed scelerisque a augue et ornare. Donec lacinia nisi nec odio ultricies imperdiet. Morbi a dolor dignissim, tristique enim et, semper lacus. Morbi laoreet sollicitudin justo eget eleifend. Donec felis augue, accumsan in dapibus a, mattis sed ligula. Vestibulum at aliquet erat. Curabitur rhoncus urna vitae quam suscipit , at pulvinar turpis lacinia. Mauris magna sem, dignissim finibus fermentum ac, placerat at ex. Pellentesque aliquet, lorem pulvinar mollis ornare, orci turpis fermentum urna, non ullamcorper ligula enim a ante. Duis dolor est, consectetur ut sapien lacinia, tempor condimentum purus. Obtén acceso completo Accede a todos los puestos de alto nivel y consigue el trabajo de tus sueños. Inscríbete ahora