{"id":3129350,"url":"https://alion.io/job/indra-group-supervisor-de-mesa-de-ayuda","title":"Supervisor de Mesa de Ayuda","company":{"id":52757,"name":"Indra Group","domain":"indragroup.com","url":"https://alion.io/company/indra-group","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lima, Peru"],"countries":["PE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-10-19T02:48:00Z","employer_posted_date":null,"last_verified_at":"2026-10-19T02:48:00Z","board_verified":false,"closed_at":null,"days_open":15,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":15},"description":"¡Sé parte de nuestro equipo!\nEl futuro se construye con talento. Y en Indra Group, estamos en búsqueda del tuyo.\nEstamos en la búsqueda de un Supervisor de Mesa de Ayuda\nFunciones del puesto:\nSupervisar en tiempo real el cumplimiento de los tiempos de respuesta (SLA) y resolución de los especialistas a cargo, ejecutando acciones correctivas inmediatas ante desviaciones para asegurar que el plan de gestión se cumpla sin afectar la experiencia del usuario.\nLiderar ciclos de mejora continua en el equipo (como reuniones Daily y usando herramientas de diagnóstico como DMAIC, CRA, Visual, A3 o Kaizen para identificar las causas raíz de manera técnica), identificando maneras de gestionar con eficiencia y eficacia a través de las automatizaciones, los cambios de modelos, la optimización de los flujos o procedimientos que luego se reflejen en el cumplimiento del SLA con mayor rentabilidad para la organización.\nActuar como primer punto de escalamiento operativo para situaciones críticas con el cliente, asegurando que la interacción del equipo no solo resuelva el ticket, sino que genere una percepción de valor y estabilidad que respalde las revisiones de desempeño estratégicas.\nEjecutar el programa de monitoreo y feedback individual (coaching), identificando brechas de conocimiento para aplicar entrenamientos específicos y fomentando un entorno de trabajo colaborativo que reduzca la rotación y prepare a los especialistas para su línea de carrera.\nConocimientos asociados o requisitos:\nFormación en administración, Ingeniería de Sistemas / Informática / Software o afines: que implique formación en gestión de servicios, conocimientos financieros y con orientación al cliente.\nFormación en Maestría terminado o en proceso orientado a la gestión. -\nFormación en ITIL (deseable)\nConocimientos en buenas prácticas del PMBOK (deseable)\nCompetencias en gestión del Clima Laboral (excluyente)\nGestión de herramientas de diagnóstico (deseable)\nConocimientos financieros (deseable)\nConocimientos de desarrollo de equipos de alto rendimiento (deseable)\n¿Qué ofrecemos?\n EPS cubierta al 100%.\n Acceso ilimitado a Udemy.\n Descuentos corporativos.\n Atención psicológica.\n Atención nutricional.\n Requerimientos Educación mínima: Universitario\n años de experiencia","description_format":"text","description_chars":2262,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["C4ISR","IT Consulting & Digital Transformation","Air Traffic Control","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-23T02:48:00Z"}],"visa":[],"liveness":{"score":66,"band":"ok","label":"Likely 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