Regional Director of Service Desk and Customer Support

What We’re Looking for ⬇️

Requirements:

• Advanced English level (B2/C1)
• Bachelor’s degree in Systems Engineering, Electronic, Engineering, Electronic Engineering or related Master (Desirable)
• From 5 to 8 years of experience in IT processes and companies
• ITIL Certifications
• SCRUM /Agile/PMP (Desirable)
• IT Support Operations knowledge
• Office proficiency
• Thinks globally, communication skills, thrives on complete stakeholder satisfaction, commercial skills
• Transformational Mindset, smart and decisive with data

Responsibilities:

• Responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliment
• Works as the first point of contact for customers for any IT issues
• Responsible for the growth of the US Market, customers for the help desk vertical
• Focused on serving the Iberolatam region and US market customers within the region
• Responsible for the sales hub service desk services
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
• Conducting and sharing results from service and operation performance reviews
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations