Support Coordinator (IT)

Description

Job Summary: Coordinate and ensure the efficient operation of support services for company operations, guaranteeing agile response, effective solutions, and structured processes to maintain operational continuity and improve the experience of internal users. Key Highlights: 1. Coordinate the support team to handle internal requests 2. Map and standardize support and service delivery processes 3. Lead, guide, and develop the support team #### **About the Role:** Coordinate and ensure the efficient operation of support services for company operations, ensuring that departments and units receive agile response, effective solutions, and structured processes—contributing to operational continuity and improved internal user experience. #### **Main Responsibilities:** Support Area Management * Coordinate the team responsible for handling internal requests related to systems, equipment, and operational support. * Ensure compliance with established service level agreements (SLAs) for request resolution. * Define priorities and direct requests based on operational impact. Process Management and Continuous Improvement * Map and standardize support and service delivery processes. * Identify opportunities for improvement in service delivery and incident resolution workflows. * Implement routines for tracking and managing requests. Incident and Service Request Management * Monitor and ensure resolution of user-submitted incidents and service requests. * Track response time and solution quality. * Address critical issues impacting store or administrative department operations. Performance Indicator Management * Develop and monitor area performance indicators. * Present management reports on incident volume, resolution time, and major occurrences. * Propose corrective actions to improve support performance. Internal Department Collaboration * Serve as the liaison between operational departments and technical teams. * Ensure clear communication regarding timelines, solutions, and request status. * Support managers and staff in appropriately using available resources and systems. Team Management * Lead, guide, and develop the support team. * Promote continuous training for team members. * Conduct periodic performance reviews and feedback sessions. #### **Mandatory Requirements:** Completed undergraduate degree in Administration, Information Systems, Information Technology, Engineering, or related fields. PROFESSIONAL EXPERIENCE: Experience managing support or internal service teams. Experience managing incident tickets, user support, and incident resolution. Experience managing processes and performance indicators. Experience in retail companies or organizations with multiple locations is considered a plus. #### **Work Schedule and Hours:** * 44 HOURS PER WEEK