Service Desk Manager

Job Summary:

The Service Desk Manager will provide subject matter expertise across the IT Service Desk area, focusing on delivering high‑quality services, managing day‑to‑day operations and developing innovative solutions that increase operational performance and efficiency. The Service Desk Manager is responsible for providing oversight, supervision and support, as required, to the Service Desk for all assigned clients to establish and maintain a highly efficient and productive Service Desk organization, and achieve high levels of customer satisfaction, including meeting contractual requirements related to service level compliance, status reporting and operational performance.

• Develop and implement IT Service Desk management processes and controls to maintain service quality in alignment with business objectives.
• Lead and actively support the ongoing development, maintenance, and execution of Auxis's standard operating procedures related to IT Service Desk services.
• Identify and document IT Service Desk issues affecting service level performance, customer satisfaction and business profitability, providing recommendations for resolution to Auxis ITO Management.
• Collaborate with clients and Technical Account Managers to address operational performance issues, ensuring high levels of customer satisfaction and service level performance.
• Work alongside the Service Desk Quality and Migration team to define and establish service level and operational reporting, measuring effectiveness of IT Service Desk services and ensuring reporting accuracy both internally and for clients.
• Actively participate in new customer transitions to Service Desk operations.
• Regularly review and analyze service level and operational metrics (KPIs) and recommend and coordinate operational improvements in the following areas: ACD:
  Average Speed of Answer, Abandon Rate, Time To Abandon; FCR:
  First Call Resolution, Ticket Escalations, Ticket Rework; MTTR:
  Reduce the gap between the Mean Time to Resolve and the actual time spent on tickets; SLAs.
• Oversee and manage operational activities and services directly, including those of assigned staff, for all Service Desk clients.
• Forecast workforce requirements for each client based on incoming volume.
• Establish and implement formal Auxis Service Desk Client Customer Satisfaction measurement programs, ensuring that Service Desk client customer satisfaction scores, derived from regular measurements, comply with the terms of the Master Services Agreement and industry standards.

• Collaborate with Auxis Human Resource management to maintain staff retention/attrition levels within established guidelines.
• Supervise, mentor and provide leadership to all assigned staff in their ongoing operational duties and support their professional development.
• Facilitate cross‑training initiatives and develop succession plans for the resources.
• Ensure strict compliance with Auxis operational processes and adherence to security policies.

• Strong project management and training skills, along with excellent customer service skills.
• Strong knowledge of Quality Assurance processes for customer service operations.
• Understanding of call centre technologies.
• Knowledge or training in best practices or IT frameworks, such as ITIL (Nice to Have).
• Intermediate to Advanced Excel skills and proficiency in reporting (Nice to Have).

• A minimum of 6+ years working experience supervising or managing a technical support team of 50 or more individuals.
• A minimum of 3+ years working experience in a shared services environment, managing multiple accounts.
• Proven experience in managing team performance metrics and presenting to upper management (Must Have).
• Experience in a team‑oriented and collaborative environment.

• University degree in Business Administration, Industrial Engineering, Information Technology or related fields. Alternatively, a minimum of seven years of experience leading high‑performing Service Desk organisations, which is mandatory.

• Excellent communication and presentation skills.
• Strong people management skills.
• Leadership qualities.
• Commitment to continuous improvement.
• Demonstrated innovation and creativity.
• Proven ability to develop team members.
• Adaptability and flexibility.
• Organisational awareness, which includes the ability to understand and utilise formal and informal roles, relationships, and structures within an organisation. This involves identifying key decision‑makers, influencers, and predicting the impact of new events on individuals and groups within the organisation.

• Proficiency in English and Spanish (oral and writing with a minimum of C1 level proficiency in both languages being a requirement).

• Willingness and ability to travel outside of Colombia.