About the Position

Service Desk Team Leader

Location: Panamá, PA

Employment Type: Full-time

About the Company

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.

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. By ensuring our teams thrive and develop professionally, 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.

Responsibilities

Manage the staff and operations of the service desk team on-site.
Ensure team members are trained and coached on troubleshooting and delivering a solution, conducting 1-on-1 performance reviews, tracking SLA adherence, and First Contact Resolution (FCR) metrics.
Perform backlog and ticket queue management, ensuring work items, requests, and incidents are resolved regularly and without interruptions.
Drive the Knowledge-Centered Service (KCS) methodology within the team, conducting periodic Article Quality Index (AQI) audits to ensure documentation standards are met.
Identify 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.
Enforce 'L2 Escalation Quality Gates' to ensure all tickets escalated contain technical logs and troubleshooting evidence, actively reducing the ping-pong rate.
Analyze and provide feedback to management to ensure that Service Level Agreements are met on assigned tickets.
Engage vendors and partners, ensuring SLAs and standards are maintained.
Lead the 'Shift-Left' strategy, empowering agents to resolve complex issues.

Requirements

Experience: 5+ years of experience as a Service Desk supervisor or in Service Delivery roles.
Education: B.S. in Computer Science, Computer Engineering, or a related field. A combination of other diplomas, certificates, and experience will also be considered.
Skills:
- Excellent communication skills, both verbal and written.
- Ability to delegate, train, inspire, and motivate staff.
- Advanced proficiency in Jira Service Management and Confluence, including the ability to build and interpret JQL-based management dashboards.
- Habituated to perform exceptional remote troubleshooting of end-user devices and software.
- Strong experience troubleshooting Virtual Desktop Infrastructure (VDI) environments and corporate applications.
- Customer service oriented.
- C1 English and Spanish level.
- Leadership/Supervisory experience.
- Flexibility to work with departments in different time zones, with different cultures.
- Deep understanding of modern Service Desk metrics (FCR, MTTR, CSAT, KCS Contribution).

Nice to Have

ITIL v4 Foundation certification.

We Offer

Opportunity to work in a dynamic and innovative environment.
Be part of a global team with a strong company culture.
Competitive salary and benefits package.

We are looking for a dedicated and experienced Service Desk Team Leader to join our team in Panamá, PA. If you have the required skills and experience, we encourage you to apply.

Service Desk Team Leader

Job description