Enterprice dedicated to **designing smart-factory solutions** that drive continuous improvement for food processors is hiring an **IT Help Desk Lead** to research, direct, and manage the customer support processes and support team to ensure on-time, complete and error free support to the customer.**Requirements**:- Bachelor's degree in IT.- Basic knowledge in SQL.- 3 years of xperience in a Support Desk position in IT consulting companies or similar.- Basic/intermediate knowledge of ticketing systems and on Network configuration, Microsoft Servers, PC Hardware.- Advanced English.**Functions**:- Researches and creates best practice internal policies and procedures to ensure customers receive excellent and consistent quality service, with regular status updates, on every project.- Analyzes customer-related metrics in help-desk support, to ensure that the team is meeting or exceeding the benchmarks on exceptional service and output effectiveness.- Leads and develops the team to ensure work is continually prioritized based on client needs and output goals are being met.- Set support department goals and leverage our incident and customer service software tools to achieve and track those goals.- Provide oversight and management to Support Desk Specialists which will include training and ensuring they are meeting the objectives of the department.- Works directly with customers to ensure their needs are being met throughout support department projects, as well as handles any obstacles along the way to ensure the customer is satisfied with the resolutions.**Benefits**:- Direct contract by the company- Remote work- Legal benefits- Medical Insurance- Competitive base salary- Work with a multicultural teamTipo de puesto: Tiempo completoSalario: $30,000.00 - $35,000.00 al mesPrestaciones:- Seguro de gastos médicosPregunta(s) de postulación:- What level of English do you speak?- What is your bachelor's degree?- What is your monthly salary expectation in net pesos?- How many years of experience do you have in the IT help desk area?- What level of SQL do you master?Lugar de trabajo: Empleo remoto