We are looking for a Help Desk Team Leader to strengthen Banco Finantia's Systems & Telecommunications Department:
Coordinate the Help Desk team, ensuring task distribution, activity monitoring, and compliance with service levels;
Monitor and provide technical support to the Help Desk team, promoting standardization of procedures and best practices;
Provide Help Desk support to users, ensuring effective, solution-oriented assistance;
Ensure the operational management of the Service Desk based on the EasyVista platform;
Define priorities and ensure proper escalation of requests, according to criticality and established service levels;
Perform functional administration of EasyVista and promote continuous optimization of ITIL processes;
Monitor and manage the ticket lifecycle, from logging to closure;
Configure and improve workflows and automations in EasyVista;
Ensure compliance with SLAs/OLAs and manage critical incidents;
Ensure service quality, monitoring user satisfaction and proposing continuous improvement actions;
Manage the Knowledge Base and promote self-service to reduce ticket volume;
Coordinate, in collaboration with IT teams and other stakeholders, the end-to-end resolution of incidents;
Analyze KPIs and produce periodic reports.
Bachelor’s degree in Computer Engineering or a related field;
Minimum of 3 years’ experience in similar roles;
Strong knowledge of ITIL framework or ISO 20000 standard;
ITIL Foundation or ITIL 4 Specialist certification (preferred);
Experience with ITSM platforms (EasyVista preferred);
Experience in team leadership and management;
Effective communication with users and business areas;
Strong analytical and problem-solving skills;
Customer-focused mindset and commitment to service quality;
Strategic thinking and continuous improvement mindset;
Ability to work under pressure and solve problems efficiently;
Fluency in English (spoken and written);
Knowledge of Spanish (preferred).
