**We are:** Wizeline, a global AI\-native technology solutions provider, develops cutting\-edge, **AI\-powered** digital products and platforms. We partner with clients to leverage data and AI, accelerating market entry and driving business transformation. As a global community of innovators, we foster a culture of **growth, collaboration,** and **impact.** **With the right people and the right ideas, there’s no limit to what we can achieve** **Are you a fit?** Sounds awesome, right? Now, let’s make sure you’re a good fit for the role: ***Key Responsibilities*** * **Lead and manage the IT Help Desk team**, assigning tasks, setting priorities, and ensuring proper coverage. * **Oversee ticket management**, ensuring timely resolution and compliance with SLAs. * **Act as an escalation point** for complex or high\-impact incidents. * **Define, implement, and continuously improve support processes**, aligned with ITSM best practices. * **Monitor service KPIs and performance metrics**, preparing regular reports for management. * **Coordinate IT onboarding and offboarding**, ensuring timely access, equipment, and policy compliance. * **Maintain and grow the knowledge base and documentation**, reducing repetitive issues. * **Identify and drive automation opportunities** in support workflows and tools. * **Ensure compliance with security policies**, access controls, and internal standards. ***Must\-have Skills*** 4\-6 years of experience with the following skills: * IT Help Desk / Technical Support Operations, including incident, request, and problem management. * Excellent communication skills, supporting users in English and Spanish. * Team leadership and coordination, mentoring support engineers and managing day\-to\-day workloads. * Ticketing systems and ITSM tools (e.g., Jira Service Management). * SLA and KPI management, monitoring performance, response times, and service quality. * User support for software development environments, including laptops, operating systems, IDEs, and collaboration tools. * Identity and access management, user provisioning, permissions, and off\-boarding processes. * Troubleshooting across hardware, software, and network issues. * Process definition and documentation, including knowledge bases and standard operating procedures. ***Nice\-to\-have:*** * **AI Tooling Proficiency**: Leverage one or more AI tools to optimize and augment day\-to\-day work, including drafting, analysis, research, or process automation. Provide recommendations on effective AI use and identify opportunities to streamline workflows. * Security best practices, endpoint security, access controls, and compliance awareness. * Basic knowledge of building maintenance coordination, facilities, and services * Basic knowledge in Networking. * Industry related certifications (ITIL, Network\+, A\+, CCNA, etc.) **What we offer:** * A High\-Impact Environment * Commitment to Professional Development * Flexible and Collaborative Culture * Global Opportunities * Vibrant Community * Total Rewards Find out more about our culture here.