Service Desk Lead

hace 6 días

Argentina Grow UP HR A tiempo completo


Descripción del puesto

Firma global de inversión y asset management con alto estándar tecnológico, busca un Service Desk Lead para coordinar y supervisar la operación diaria del Service Desk dentro de un modelo 24/7 global.

Esta persona liderará al equipo de Service Desk Analysts distribuidos en los distintos turnos, asegurará el cumplimiento de SLAs y actuará como punto de escalación técnica y operativa previo al Manager.

El rol combina liderazgo operativo, soporte técnico nivel 1.5/2, y coordinación del flujo de trabajo del equipo completo.

Responsabilidades

  • Supervisar al equipo de Service Desk Analysts que cubre la operación 24/7, garantizando cumplimiento de SLAs y KPIs.

  • Actuar como primer punto de escalación para incidentes y requerimientos que exceden la capacidad del Analyst (previo a llegar al Manager).

  • Coordinar el flujo de trabajo del equipo: asignación de tickets, prioridades, seguimiento de incidentes, comunicación con otras áreas.

  • Monitorear volumen de tickets, performance, workloads y estado de la operación.

  • Proveer soporte técnico cuando sea necesario, incluyendo troubleshooting de:

    • Microsoft 365

    • Active Directory / Okta

    • ServiceNow

    • Citrix / VDI

    • Zoom / Webex

    • Zscaler / networking básico

    • Endpoints Windows / Mac

  • Asegurar la correcta documentación en ServiceNow y calidad del contenido del knowledge base.

  • Participar en los handover entre turnos, garantizando continuidad y comunicación fluida.

  • Contribuir a la mejora continua del servicio, proponiendo optimizaciones operativas.

  • Entrenar, guiar, acompañar y dar feedback al equipo de Analysts.

  • Alertar al Manager sobre incidentes críticos, riesgos, patrones recurrentes o necesidades de escalación.

  • Colaborar en iniciativas de onboarding, cross-training y estandarización de procesos ITIL.



Requisitos

  • Inglés avanzado (excluyente) para comunicación diaria dentro de la operación global.

  • 3+ años de experiencia en Service Desk o soporte técnico.

  • 1+ año en roles de liderazgo, coordinación o referencia técnica.

  • Conocimientos sólidos de:

    • Microsoft 365

    • Active Directory / Okta

    • Windows 10/11 y macOS

    • Zoom / Webex / Teams

    • Citrix / VDI

    • Zscaler u otros Zero Trust

    • ServiceNow o ITSM equivalente

  • Experiencia en manejo de incidentes complejos, priorización y escalaciones.

  • Habilidades de liderazgo, comunicación, organización y gestión operativa.

  • Experiencia en entornos de alta exigencia (finanzas, banca, multinacionales).

  • Disponibilidad para trabajar dentro de un modelo 24/7, coordinando la operación global.

  • Foco en calidad de servicio, experiencia del usuario y excelencia operativa.



Beneficios
  • Posición remota
  • Salario en USD
  • Crecimiento y exposición internacional


Detalles

Tags:



remoto

homeoffice

argentina

usd

servicedesk

support

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