Job Description Run Global Help Desk Ops in a Top-Tier Talent Hub Careers used to follow borders. Now they follow talent—and that’s exactly how we operate at Emapta. Recognized as one of Asia’s Best Employers and certified as a B Corp, we’ve built a world-class outsourcing model that puts our people first. We give you direct access to global clients, meaningful leadership opportunities, and a clear path to growth. Join us, lead global support initiatives, and experience international career success—while staying rooted right where you are. Job Description Be part of our client’s team as a BPO Help Desk Team Lead and take the lead in driving service excellence from our Colombia sites. You'll combine sharp technical expertise with strong leadership to guide daily support operations, ensure SLA compliance, and create a seamless, high-quality experience for end-users. Job Overview Employment type: Indefinite Term Type Contract Shift: Rotating Shifts Work setup: Onsite, Bogotá Your Daily Tasks Team Leadership: Lead, coach, and mentor a team of Service Desk Analysts Foster a culture of accountability, collaboration, and continuous improvement Schedule, monitor, and manage workloads and shifts to ensure time zone coverage and SLA compliance Conduct regular one-on-ones, team meetings, and performance reviews Operational Management: Ensure timely resolution of incidents and fulfillment of service requests according to SLAs and KPIs Monitor ticket queues, manage escalations, and identify recurring issues or trends Maintain accurate and accessible documentation, runbooks, and knowledge base articles Process & Quality Improvement: Implement and enhance ITIL-based processes to improve service delivery Conduct root cause analyses and lead problem management efforts to reduce ticket volume Collaborate with global IT teams to align tools, standards, and policies Customer & Stakeholder Engagement: Serve as a point of escalation for critical incidents and customer concerns Communicate clearly with internal stakeholders, ensuring transparency and follow-through Represent the Colombia Service Desk team in regional and global IT meetings Requirements The Qualifications We Seek Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience) Minimum of 3 years in IT Service Desk or technical support , with at least 1 year in a leadership role Strong knowledge of ITIL practices; ITIL Foundation certification is a plus Proficiency in support tools such as ServiceNow, Jira, Zendesk, or similar (FreshService is a plus) Excellent communication skills in both English and Spanish (required) Solid technical understanding of desktop environments, Active Directory, O365, VPNs, and remote troubleshooting tools Experience in a nearshore or global support model is preferred Strong troubleshooting skills with basic networking knowledge (e.g., TCP/IP, DNS, DHCP, Wi-Fi, VPN) Benefits Exciting Perks Await! 5 days work week 20 vacation days in total Prepaid medicine Fully-customized Emapta laptop and peripherals Indefinite term type contract Direct exposure to our clients Career growth opportunities Diverse and supportive work environment Prime Office Locations - Bogotá and Medellin Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar ) Your Future Team at Emapta Latam Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010, Emapta has pioneered personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration. With 900+ clients and over 10,000 professionals worldwide , we offer competitive benefits, career advancement, and world-class facilities. Apply now and become part of our success story in Colombia, where your skills matter and your growth is our mission. #EmaptaEra Requirements The Qualifications We Seek Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience) Minimum of 3 years in IT Service Desk or technical support, with at least 1 year in a leadership role Strong knowledge of ITIL practices; ITIL Foundation certification is a plus Proficiency in support tools such as ServiceNow, Jira, Zendesk, or similar (FreshService is a plus) Excellent communication skills in both English and Spanish (required) Solid technical understanding of desktop environments, Active Directory, O365, VPNs, and remote troubleshooting tools Experience in a nearshore or global support model is preferred Strong troubleshooting skills with basic networking knowledge (e.g., TCP/IP, DNS, DHCP, Wi-Fi, VPN)