Help Desk Lead
hace 24 horas
We are: Wizeline, a global AI-native technology solutions provider, develops cutting-edge, AI-powered digital products and platforms. We partner with clients to leverage data and AI, accelerating market entry and driving business transformation. As a global community of innovators, we foster a culture of growth, collaboration, and impact. With the right people and the right ideas, there’s no limit to what we can achieve Are you a fit? Sounds awesome, right? Now, let’s make sure you’re a good fit for the role: Key Responsibilities Lead and manage the IT Help Desk team, assigning tasks, setting priorities, and ensuring proper coverage. Oversee ticket management, ensuring timely resolution and compliance with SLAs. Act as an escalation point for complex or high-impact incidents. Define, implement, and continuously improve support processes, aligned with ITSM best practices. Monitor service KPIs and performance metrics, preparing regular reports for management. Coordinate IT onboarding and offboarding, ensuring timely access, equipment, and policy compliance. Maintain and grow the knowledge base and documentation, reducing repetitive issues. Identify and drive automation opportunities in support workflows and tools. Ensure compliance with security policies, access controls, and internal standards. Must-have Skills 4-6 years of experience with the following skills: IT Help Desk / Technical Support Operations, including incident, request, and problem management. Excellent communication skills, supporting users in English and Spanish. Team leadership and coordination, mentoring support engineers and managing day-to-day workloads. Ticketing systems and ITSM tools (e.g., Jira Service Management). SLA and KPI management, monitoring performance, response times, and service quality. User support for software development environments, including laptops, operating systems, IDEs, and collaboration tools. Identity and access management, user provisioning, permissions, and off-boarding processes. Troubleshooting across hardware, software, and network issues. Process definition and documentation, including knowledge bases and standard operating procedures. Nice-to-have AI Tooling Proficiency: Leverage one or more AI tools to optimize and augment day-to-day work, including drafting, analysis, research, or process automation. Provide recommendations on effective AI use and identify opportunities to streamline workflows. Security best practices, endpoint security, access controls, and compliance awareness. Basic knowledge of building maintenance coordination, facilities, and services Basic knowledge in Networking. Industry related certifications (ITIL, Network+, A+, CCNA, etc.) What we offer A High-Impact Environment Commitment to Professional Development Flexible and Collaborative Culture Global Opportunities Vibrant Community Total Rewards Find out more about our culture here. #J-18808-Ljbffr
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