IT Service Desk Team Lead

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.

Oversee shift activities including the influx of tickets, emails, chat, etc., ensuring availability of SD to customers and team productivity, including SDA workforce planning.

Monitor system performance and faults to ensure the IT Service Desk team is meeting or exceeding customer SLA’s.

Undertake incident trend analysis and identify methods of improvement.

Aid in determining Priority when necessary, explaining to customer/client, and escalating internally (educate Operations for future).

Manage pending or open incidents/service requests, including high severity incidents, for follow-up or resolution based on set SLA.

Prioritize the workload of IT Service Desk Analysts.

Ensure that all customer communication is timely and appropriate and that updates are actioned in accordance with SLA’s.

Conduct coaching and mentoring for SDA’s and SDSL’s to enhance:

Customer service skills.

Accuracy and completeness of incident/service request documentation.

Responsiveness in incident/service request communication and resolution.

Adherence to established policies and procedures (e.g. SLA).

Define and measure individual and team targets for the IT Service Desk Analysts to ensure performance meets/exceeds customer expectations.

Define and produce reports (including Service Reports on Incidents/Changes/Problems) to the required standard for use in both Customer/Client feedback on IT Services, volumes, performance (SLA), and for internal use on individual and team performance.

Hold regular service review meetings with appropriate members of the user community and other IT departments.

Act as a member of the IT Department escalation and crisis management team – requiring 24x7 availability on a rotational basis.

Perform SDA duties when necessary.

Act as owner for Severity 1 incidents – coordinating escalation and notification to senior management, internal functional IT teams, transition to the leader for the incoming shift, and aiding in coordination to ensure SLA targets.

Initiate Turnover procedures for Priority issues to the incoming shift.

Aid in transition and assignment from Incident to Problem if necessary.

Monitor and support IT security policy adherence.

Deliver continuous service improvements to maximize customer satisfaction.

Manage and maintain a Knowledge Base for IT Service delivery, ensuring that IT Service Desk Analysts work to and document procedures for incident, problem, and change management services.

Adapt with flexibility to any additional responsibilities set by the IT ServiceDesk Manager.

Why We Stand Out Among the Rest!

Emapta is not just a global outsourcing powerhouse; it's a hub of opportunity infused with the lively spirit of Colombia. Joining us means becoming part of a community that values the unique cultural mosaic of our country. With a proven track record and an array of international clients, Emapta provides a robust platform for your professional journey without the need for you to hop into a plane and work abroad.

At Emapta, we go beyond being a workplace; we're a community that treasures the harmony between professional and personal life. Emapta is a cultural melting pot that fosters innovation, collaboration, and continuous learning. Immerse yourself in our dynamic culture and contribute to an organization that puts employee well-being at the forefront.

We look forward to welcoming you to the Emapta family in Colombia.

“We make it our highest priority to give our people a wonderful place to work and the right opportunities to develop their careers.” Tim Vorbach, CEO

#EmaptaExperience