Technical Support Director

Description

Job Summary: Lead technical support strategy and operations, ensuring availability, quality of technological services, and efficient user support. Key Highlights: 1. Leadership in technical support strategy and operations. 2. Management of support teams and ITIL methodologies. 3. Service transformation and modernization projects. **Position Objective:** Lead the organization's technical support strategy and operations, ensuring the availability, continuity, and quality of technological services, as well as efficient and timely support to users and business units. **Functions and Responsibilities:** * Design and execute technical support and IT services strategy. * Lead and supervise help desk, technical support, and specialized support teams. * Establish policies, procedures, and standards for incident handling and resolution. * Define and monitor **SLAs, KPIs**, and service levels to ensure support quality. * Supervise incident, request, problem, and technological change management. * Implement **ITIL** methodologies and IT service management practices. * Ensure availability and continuity of systems, equipment, networks, and technological services. * Analyze recurring incidents and lead corrective and preventive actions. * Coordinate with Infrastructure, Cybersecurity, Development, and Operations teams to resolve complex issues. * Manage vendors and contracts related to support, hardware, software, and technological services. * Supervise acquisition, installation, maintenance, and renewal of technological equipment. * Manage departmental budget and optimize use of technical and financial resources. * Implement monitoring tools, ticketing systems, and support automation. * Prepare executive reports on performance, incidents, service levels, and user satisfaction. * Continuously measure and improve user experience and satisfaction. * Lead support services transformation and modernization projects. * Train, develop, and evaluate department personnel. * Ensure compliance with information security policies and internal procedures. **Requirements:** * Professional degree in Computer Engineering, Systems Engineering, Information Technology, or related field. * Solid experience in technical support and IT services management. * Proven experience leading support and technology operations teams. * Knowledge of **ITIL, incident, problem, change, and SLA management**. * Experience with help desk systems and ticketing management. * Knowledge of infrastructure, networks, operating systems, and cybersecurity. * Experience in vendor, contract, and technology budget management. * Excellent leadership, communication, and problem-solving skills. * Ability to manage critical situations and make timely decisions. * Service orientation and continuous improvement mindset. * Proficiency in Spanish and English, preferably. Salary: $3\.800\.000 per month Workplace: On-site employment