{"id":3623539,"url":"https://alion.io/job/stefanini-latam-help-desk-lead","title":"Help Desk Lead","company":{"id":4495249,"name":"Stefanini","domain":null,"url":"https://alion.io/company/stefanini-latam","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Gupy","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":["CO"],"hiring_countries":["CO"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"closed","first_seen_at":"2026-10-13T20:00:36Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-03T13:59:46Z","board_verified":false,"closed_at":"2026-11-03T13:59:46Z","days_open":20,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":20},"description":"En Stefanini somos más de 30.000 genios, conectados desde 41 países, haciendo lo que nos apasiona y co-creando un futuro mejor.\nCon el fin de continuar creciendo, actualmente nos encontramos en la búsqueda de un técnico informático para trabajar como Help Desk Lead\nResponsabilidades e atribuições\nAdministrar más de 10 agentes de mesa de ayuda y supervisión para la provisión de soporte técnico a los clientes de manera oportuna y precisa, en laimplementación y monitoreo de acuerdos de nivel de servicio (SLA), KPIs, documentación.\n\nEstablecer estándares de servicio al cliente y las mejores prácticas a lo largo de todo el proceso de soporte técnico Seguimiento con los clientes para identificar áreas de mejora.\nDesarrollar informes regulares sobre la productividad del equipo, realización de mallas de turno\nEntrena y apoyar a los analistas de la mesa de ayuda. \nRequisitos e qualificações\nMetodología ITIL\nAdministración de personal\nexperiencia en identificación y mitigación de riesgos operativos\nExperiencia mínima de 3 años en puestos similares.\nInglés nivel avanzado es indispensable se realizará entrevista en inglés\nTrabajo bajo presión\nDisponibilidad de horario para rolar turnos \nInformações adicionais\nSe requiere rolar turnos con un líder más del área incluyendo un día del fin de semana. 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