Posted Date : 19th Dec, 2025
Job Category :
Costa Rica
Posted 6 hours ago
Job title: 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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| Job Level | 1- 5 Years, 1-4 Years |