Help Desk Support Coordinator

Description

Job Summary: Help Desk Support Coordinator to lead the technical support team, monitor KPIs, and ensure high-quality customer support, with emphasis on people management and results. Key Highlights: 1. Technical support/help desk team leadership 2. Focus on customer service quality and responsiveness 3. Team development and process improvement Help Desk Support Coordinator Monday to Friday, 8:00 AM to 6:00 PM We are seeking a professional to serve as Help Desk Support Coordinator, responsible for leading the technical support team, monitoring performance indicators, and ensuring high-quality support delivered to customers. We seek an analytical individual with strong communication skills, team management capability, and a results-oriented mindset. **Main Responsibilities:** Coordinate the technical support/help desk team; Monitor support interactions and ensure SLA compliance; Track performance metrics and propose process improvements; Provide technical support to the team for complex cases; Ensure customer service quality and responsiveness; Conduct training sessions, provide feedback, and support team development; Collaborate with other departments to resolve requests and improve operational efficiency; Prepare management reports and productivity tracking. **Requirements:** Previous experience in technical support/help desk leadership; Knowledge of networks, internet technologies, and customer service; Strong communication and problem-solving skills; Organized, proactive profile with focus on people management; Familiarity with ticketing tools and customer service metrics; Completed or ongoing undergraduate degree in Information Technology, Networking, or Management-related fields. **Advantages:** Experience with internet service providers; Knowledge of network and telecommunications infrastructure; Certifications in technology or management. **Desired Competencies:** Leadership; Conflict management; Decision-making; Organization; Results orientation; Teamwork. Benefits Meal Allowance Transportation Allowance or Fuel Subsidy Life Insurance **After probation period:** Health Plan, Qualifica Course, RLNET Club discounts, and Total Pass;