Helpdesk and Operations Manager

Full-time | Quito, Ecuador| Hybrid

Are you passionate about leading high-performing teams and transforming the customer service experience?

Do you have experience managing IT projects and support teams, balancing service continuity, profitability, and continuous improvement?

Are you looking for a role where you can directly impact the stability of technology services and the development of high-performing teams?

If so, this role is ideal for you.

In this role, you will not only manage an operation; you will be the architect of solutions that ensure stability, profitability, and continuous improvement of our technology services. If you have the vision to anticipate risks and the empathy to guide your team toward success, this is the place for you!

Key Responsibilities

• Oversee Help Desk performance, ensuring that the team (Junior/Intermediate) has the necessary tools, training, and knowledge transfer to succeed.

• Ensure compliance with service standards and performance metrics (KPIs), proposing operating models, automation initiatives, and continuous improvement methodologies (SWOT).

• Ensure project profitability and financial margins by generating strategic reports to support decision-making with leadership and the client.

• Coordinate technical execution (migrations, servers, upgrades) and manage risks to guarantee service continuity.

• Maintain constant and effective communication with clients and service leaders to align expectations and resolve critical issues.