Service Desk Team Leader

hace 2 días

Panamá, Panamá, Panamá Novcom A tiempo completo
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

As a Service Desk supervisor, you will manage the first-level support team in Latin-American time zones and other locations when required. In this position, you will be the main point of contact with internal customers, working with different areas to ensure operational-level agreements (OLAs) and SLAs. We are a 24/7 business, and our IT support team provides support to our employees at all times.

Other tasks related to your role are:

  • Manages the staff and operations of the service desk team.
  • Ensures team members are trained and coached on troubleshooting and delivering a solution.
  • Perform backlog and ticket queue management, ensuring work items, requests and incidents are resolved regularly and without interruptions.
  • Create and maintain support documentation to assist the technical team with regular tasks.
  • Identifies service improvements to increase customer satisfaction.
  • Provide efficient and effective technical assistance for incoming queries and issues.
  • Develop and review KPIs and related data that helps to improve internal processes
  • Escalation of requests to the appropriate team when needed.
  • Analyzes and provides feedback to management to ensure that Service Level Agreements are met on assigned tickets.
  • Engage vendors and partners, ensuring SLAs and standards are maintained.

Knowledge and skills you need to have

  • 5+ years of experience as a Service Desk supervisor or in Service Delivery roles.
  • B.S. in Computer Science, Computer Engineering, or a related field, however, a combination of other diplomas, certificates and experience will also be considered.
  • Excellent communications skills, both verbal and written
  • Ability to delegate, train, inspire, and motivate staff.
  • Familiarity with ITSM tools platforms
  • Habituated to perform exceptional remote troubleshooting of end-user devices and software
  • Experience with end-user desktop/laptop setup
  • Customer service oriented
  • C1 English and Spanish level
  • Leadership/Supervisory experience
  • Flexibility to work with departments in different time-zones, with different cultures.

Bonus points for the following

  • ITIL Foundation certification
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.

As a full-stack design and development company we deliver high quality application and web experiences for our network of players around the world.

  • Help Desk Team Lead

    hace 2 semanas

    Panamá, Panamá, Panamá Electric Power Engineers A tiempo completo

    OverviewWe are designing the grid of the future  The Helpdesk Team Lead is responsible for overseeing global Help Desk operations, ensuring consistent and efficient delivery of technical support services to employees worldwide. This position is based in Beirut and manages technicians located in North America (primarily the United States and Canada) and...

  • Front Desk Coordinator

    hace 2 días

    Panamá, Panamá, Panamá EF Education First A tiempo completo

    As Front Desk Coordinator you will be the face of EF Panama office, providing exceptional service to employees, visitors, customers, vendors, and community partners. Operating our front desk and reception with professionalism and warmth, you'll maintain a high level of productivity and poise while juggling multiple priorities. Your friendly and positive...

  • Customer Service Supervisor

    hace 2 días

    Panamá, Panamá, Panamá Cochlear A tiempo completo

    Please submit your application as soon as possible, as we reserve the right to close this advertisement at any time.Cochlear's mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a world full of sound. We aim to transform...

  • Customer Service Supervisor

    hace 2 días

    Panamá, Panamá, Panamá Cochlear A tiempo completo

    Please submit your application as soon as possible, as we reserve the right to close this advertisement at any time.Cochlear's mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a world full of sound. We aim to transform...

  • Field Service Engineer

    hace 2 días

    Panamá, Panamá, Panamá Kongsberg A tiempo completo

    Kongsberg Maritime, a subsidiary of KONGSBERG, is a global marine technology company, providing innovative and reliable technology solutions for all marine industry sectors including merchant, offshore, subsea, and naval. Headquartered in Kongsberg, Norway, the company has manufacturing, sales, and service facilities in 34 countries. Kongsberg Maritime is a...

  • Operations Emergency Support Team

    hace 1 semana

    Panamá, Panamá, Panamá EF Education First A tiempo completo

    The Safety and Incident Response team is looking for individuals who exhibit strong empathy, positive attitude, and calm under pressure skill sets in a fast-paced working environment. These individuals will use their customer service and strong communication skills to aid in streamlining communication and operational incident response case management.THIS...

  • Director of Rooms

    hace 2 días

    Panamá, Panamá, Panamá Marriott A tiempo completo

    JOB SUMMARY Functions as the strategic business leader of the property's Rooms department. Responsible for planning, developing, implementing and evaluating the quality of property's rooms. Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The...

  • Outlets Manager

    hace 2 semanas

    Panamá, Panamá, Panamá Sofitel A tiempo completo

    Job Description As the Outlets Manager, you will provide a vision and leadership that fosters an engaged team and ensures quality, efficiency and superior service.This position will be responsible for the effective and efficient day to day operation and will play an integral role in the training of employees and leaders.The Outlets Manager is also...

  • Receptionist

    hace 2 días

    Panamá, Panamá, Panamá Sofitel A tiempo completo

    Job Description As a Receptionist, you will create intuitive and memorable experiences for our guests during their arrival and departure journeys.You will consistently apply the service and quality standards of the hotel, ensuring that every interaction with guests reflects excellence.Additionally, you will encourage and perform upselling and cross-selling...

  • Service Administrator-Temporary

    hace 2 semanas

    Panamá, Panamá, Panamá Tetra Pak processing and packaging solutions for food and beverages A tiempo completo

    At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day. And we need people like you to make it happen.We empower you to reach your potential with opportunities to  make an impact to be proud...