Service Desk Manager

**Our mission**:
We are a cutting-edge e-commerce company developing products for our own technological platform. Our creative, smart and dedicated teams pool their knowledge and experience to find the best solutions to meet project needs, while maintaining sustainable and long-lasting results.
How? By making sure that our teams thrive and develop professionally. Strong advocates of hiring top talent and letting them do what they do best, we strive to create a workplace that allows for an open, collaborative and respectful culture.

**The Role**:
The Service Desk Manager will be responsible for leading and ensuring the efficient, high-quality operation of the Service Desk team distributed in Panama, Europe, and South Africa. This role ensures service levels, user satisfaction, and timely response to incidents, problems, and changes, working closely with other departments to ensure service continuity and stability.

Some of your main responsibilities will be:

- Direct and coordinate supervisors located in Latam, Europe, or South Africa, as well as the team based in Panama, ensuring consistent coverage, efficiency, and service levels.
- Manage Incident Management, Problem Management, and Change Management processes in collaboration with Operations: escalations, root cause analyses, corrective action plans, follow-ups, and post-incident learning.
- Establish, monitor, and report on service KPIs such as response time, resolution time, CSAT, SLA compliance, ticket volumes, and recurring incident trends.Ensure procedures and support policies are documented, updated, and aligned with ITIL and company standards.
- Plan and manage resources: shifts, rotation, training, ensuring sufficient coverage across time zones.
- Act as the main escalation point for critical issues, coordinating with Infrastructure, Operations, Development, and other areas for complex incidents.
- Promote a culture of continuous improvement through data analysis, user feedback, automation initiatives, and process optimization.
- Oversee communication with end-users and stakeholders regarding major incidents, planned maintenance, and service status.
- Ensure the Service Desk team is aligned with operational priorities, working closely with different BUs to coordinate on changes, releases, and incident recovery.
- Manage documentation and the Service Desk knowledge base, ensuring accuracy, accessibility, and continuous improvement.

**Knowledge and skills you need to have.**
- Proven experience leading Service Desk / IT support teams in distributed, multicultural, multi-time zone environments.Strong knowledge and practical experience with ITIL frameworks, especially incident, problem, and change management.
- Experience in managing SLAs, service metrics, dashboards, and reporting.Ability to coordinate technical escalations, root cause investigations, and crisis communications with stakeholders.
- Excellent written and verbal communication skills in English and Spanish.Leadership abilities to coach, motivate, and develop supervisors and analysts.
- Customer-focused mindset with strong service orientation and empathy.Ability to prioritize and perform under pressure in dynamic environments.ITIL certification (Foundation minimum, higher preferred)Experience with ITSM platforms (ServiceNow, Jira Service Management, Zendesk, etc.).
- Fluent English and Spanish.

**Bonus points for the following**
- Previous experience with global or remote support teams.Experience with automation, self-service, or knowledge base initiatives to reduce ticket load.
- Familiarity with best practices in remote collaboration and coordination across regions.

**Why choose us?**
We will give you the opportunity to be the best version of yourself, develop professionally and create strong working relationships working remote or on site. While offering a competitive salary, we also invest in our people's professional development and want to see you grow and love what you do.

We are dedicated to listening to our team's needs and are constantly working on creating an environment in which you can feel at home.... If this sounds like the place for you, contact us now

**About us**:
We are an international team of tech professionals that build some of the best digital entertainment and e-commerce products in the business.