IT Service Desk Team Lead
IT Service Desk Team Lead
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Job Description
Run Global Help Desk Ops in a TopTier Talent Hub
Careers used to follow borders. Now they follow talent and that s exactly how we operate at Emapta. Recognized as one of Asia s Best Employers and certified as a B Corp we ve built a worldclass outsourcing model that puts our people first. We give you direct access to global clients meaningful leadership opportunities and a clear path to growth. Join us lead global support initiatives and experience international career success while staying rooted right where you are.
Job Description
Be part of our client s team as a BPO Help Desk Team Lead and take the lead in driving service excellence from our Colombia sites. Youll combine sharp technical expertise with strong leadership to guide daily support operations ensure SLA compliance and create a seamless highquality experience for endusers.
Shift: Rotating Shifts
Work setup: Onsite Bogot
Team Leadership:
- Lead coach and mentor a team of Service Desk Analysts
- Foster a culture of accountability collaboration and continuous improvement
- Schedule monitor and manage workloads and shifts to ensure time zone coverage and SLA compliance
- Conduct regular oneonones team meetings and performance reviews
Operational Management:
- Ensure timely resolution of incidents and fulfillment of service requests according to SLAs and KPIs
- Monitor ticket queues manage escalations and identify recurring issues or trends
- Maintain accurate and accessible documentation runbooks and knowledge base articles
Process & Quality Improvement:
- Implement and enhance ITILbased processes to improve service delivery
- Conduct root cause analyses and lead problem management efforts to reduce ticket volume
- Collaborate with global IT teams to align tools standards and policies
Customer & Stakeholder Engagement:
- Serve as a point of escalation for critical incidents and customer concerns
- Communicate clearly with internal stakeholders ensuring transparency and followthrough
- Represent the Colombia Service Desk team in regional and global IT meetings
Requirements
The Qualifications We Seek
- Bachelor s degree in Computer Science Information Technology or a related field (or equivalent experience)
- Minimum of 3 years in IT Service Desk or technical support with at least 1 year in a leadership role
- Strong knowledge of ITIL practices; ITIL Foundation certification is a plus
- Proficiency in support tools such as ServiceNow Jira Zendesk or similar (FreshService is a plus)
- Excellent communication skills in both English and Spanish (required)
- Solid technical understanding of desktop environments Active Directory O365 VPNs and remote troubleshooting tools
- Experience in a nearshore or global support model is preferred
- Strong troubleshooting skills with basic networking knowledge (e.g. TCP/IP DNS DHCP WiFi VPN)
Benefits
Exciting Perks Await!
- 5 days work week
- 20 vacation days in total
- Prepaid medicine
- Fullycustomized Emapta laptop and peripherals
- Indefinite term type contract
- Direct exposure to our clients
- Career growth opportunities
- Diverse and supportive work environment
- Prime Office Locations Bogot and Medellin
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit Future Team at Emapta Latam
Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010 Emapta has pioneered personalized outsourcing solutions empowering businesses to thrive with bespoke teams and seamless integration. With 900 clients and over 10000 professionals worldwide we offer competitive benefits career advancement and worldclass facilities. Apply now and become part of our success story in Colombia where your skills matter and your growth is our mission.
#EmaptaEra
The Qualifications We Seek Bachelor s degree in Computer Science, Information Technology, or a related field (or equivalent experience) Minimum of 3 years in IT Service Desk or technical support, with at least 1 year in a leadership role Strong knowledge of ITIL practices; ITIL Foundation certification is a plus Proficiency in support tools such as ServiceNow, Jira, Zendesk, or similar (FreshService is a plus) Excellent communication skills in both English and Spanish (required) Solid technical understanding of desktop environments, Active Directory, O365, VPNs, and remote troubleshooting tools Experience in a nearshore or global support model is preferred Strong troubleshooting skills with basic networking knowledge (e.g., TCP/IP, DNS, DHCP, Wi-Fi, VPN)
Employment Type
Full Time
