**Technical Support Coordinator - Hybrid (Medellín, Colombia)** **Department**: Managed Services **Work Schedule**: Monday to Friday, 9:00 AM - 5:00 PM EST **Work Modality**: Hybrid (Remote + On-site in Medellín) We are a rapidly growing international technology services company looking for a bilingual Technical Support Coordinator to lead the daily operations of our Help Desk team and ensure the effective delivery of high quality support aligned with SLAs. **Key Responsibilities** - Coordinate technical support team to ensure SLA compliant service delivery across multiple customer environments. - Act as primary point of contact for technical escalations and critical service issues. - Oversee the full lifecycle of requests in ConnectWise PSA: triage, assignment, tracking, documentation and resolution. - Prioritize and distribute workloads, balancing request queues and ensuring timely response. - Implement and align support processes with ITIL best practices (incident, problem and change management). - Monitor key performance indicators (KPIs) such as SLA compliance, request backlog and customer satisfaction (CSAT). - Lead recurring team meetings, 1:1 sessions and performance coaching sessions. - Collaborate with sales and engineering teams to support onboarding of new managed services customers. - Maintain and update technical documentation, procedures and operational manuals. - Coordinate with external vendors or technology partners as needed. Participate in after-hours incident management as needed. - Fluency in English and Spanish, both spoken and written (required). - 3 years of technical support experience within an MSP or IT service provider. - Previous experience in supervising or coordinating IT support teams. - Strong working knowledge of ConnectWise PSA and high volume ticket management. - Strong technical knowledge of:Networking and infrastructure,Cloud services, Microsoft 365, Backup and disaster recovery, Cybersecurity basics, Excellent leadership, communication, organizational and problem solving skills. **Preferred Qualifications** - Certifications in ConnectWise Manage, Automate or Control. - ITIL Foundation certification or hands-on experience with ITIL frameworks. - Experience as a support technician, system administrator or network administrator. - Familiarity with pod-based support delivery models. **What We Offer** - Full-time, long-term contract - **Hybrid work model** (remote and on-site in Medellín) - International team and collaborative environment - Real opportunities for professional growth in the tech industry - Key role in driving operational excellence in Managed Services - and substance-free workplace to ensure the safety and well-being of all employees.** **At ttg, “We believe in making a difference One Person at a Time,” ttg OPT.