**JOB DESCRIPTION:** **ADS,** An important company dedicated to providing Information Technology Services invites you to join their team! ***Position: Help Desk Supervisor*** ***Work Schedule: Monday to Friday, 9:00 AM to 6:00 PM*** ***Salary:****$18,000 Pesos monthly net* ***Main Responsibilities:*** * Manage and coordinate human and material resources within daily operations, supervising and ensuring compliance with established service levels. * Review tickets in help desk tools to ensure proper management and SLA compliance. * Responsible for creating the backlog of incidents and requests for the next day's operational planning, ensuring proper service according to client-agreed service levels. * In charge of ensuring communication between first-level support engineers and second and third-level support teams, as well as internal departments. * Responsible for reporting daily on service delivery and compliance levels. * Responsible for training help desk operators to ensure their work meets project requirements. * In charge of handling internal or client escalations to reduce or eliminate risks. ***Knowledge:*** * Office suite (especially MS Word and MS Excel), experience with technical service desk platforms (Service Now, Service Desk Manager, HP, among others). ***Competencies:*** * ITIL process management, Project management (Scrum/PMI), Problem solving, Results orientation and total customer satisfaction. **\#jobsearch** Job type: Full-time Salary: Starting at $18,000.00 per month Work location: On-site