IT Service Desk Engineer Lead

Work Location: Ultralag, Heredia

Type: Full-Time (On-site)

Experience: 3–5 years of experience in IT support, including at least 1 year in a leadership or team lead role

Education Qualification: Bachelor's degree or equivalent experience

No of Openings: 2

Summary:

The Helpdesk Lead oversees the day-to-day operations of the IT Service Desk, managing Tier 1 and Tier 2 support teams to ensure timely resolution of technical issues and a high standard of customer service.

This role is responsible for workload distribution, SLA management, and operational excellence while fostering a culture of collaboration and continuous improvement.

The ideal candidate combines strong technical expertise, leadership ability, and a passion for mentoring team members and enhancing service delivery processes.

Roles and Responsibilities:

Lead and manage a team of support associates providing Tier 1 and Tier 2 IT support across multiple sites.

Monitor ticket queues, assign workloads, and ensure adherence to SLAs and quality standards.

Serve as the final escalation point for complex technical issues and user complaints.

Oversee onboarding and offboarding processes, including device setup, access management, and application provisioning.

Review trends and analyze recurring issues to identify root causes and coordinate long-term resolutions with backend IT teams.

Provide mentorship, coaching, and performance feedback to support team members to drive growth and engagement.

Maintain and update internal SOPs, technical documentation, and knowledge base articles.

Partner with cross-functional IT teams to implement process improvements, new tools, and automation opportunities.

Track and report helpdesk metrics, identifying areas for optimization and efficiency gains.

Required Skills:

3–5 years of experience in IT support, including at least 1 year of leadership or team lead experience.

Strong technical background in troubleshooting, particularly within Google *Workspace and endpoint management environments.

Excellent communication, interpersonal, and leadership skills.

Experience managing ticket queues, prioritizing workloads, and ensuring SLA compliance.

Proficiency with ITSM and ticketing tools, documentation management, and performance reporting.

Strong stakeholder coordination skills with the ability to collaborate across departments.

Highly organized, proactive, and results-oriented with a focus on service excellence.

Desired Skills:

Familiarity with the ITIL framework; certification is a plus.

Experience leading IT support teams in fast-paced or multi-site environments.

Proven ability to train, mentor, and build high-performing technical teams.

Knowledge of automation or workflow optimization in IT support operations.

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How many years of experience do you have leading a service desk, or IT related, team?(Required)

2-3 years

3-4 years

4-5 years

more than 5 years

Do you have 3–5 years of experience in IT support?(Required)

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No

Do you have a strong troubleshooting background in Google Workspace and endpoint management?(Required)

Yes

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Are you comfortable working in an onsite setting?(Required)

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