Coordinador de Mesa de Ayuda SAP

Inetum2

Colombia, Huila, Colombia Remote permanent

Posted: October 21, 2025

Quick Summary

We are seeking a highly skilled Coordinador de Mesa de Ayuda with experience in managing remote teams and leading SAP-based support operations. The ideal candidate should have expertise in Service Desk, Jira, and SAP, with a strong focus on customer satisfaction and effective communication. The successful candidate will be responsible for coordinating and leading a team of support specialists in a fast-paced environment.

Required Skills

Job Description

Buscamos un profesional, en ingeniería de sistemas, industrial y afines, con al menos 2 años de experiencia liderando equipos remotos de soporte técnico, con dominio en herramientas de gestión como Service Desk, Jira, Solman, en entornos SAP. Persona organizada, con habilidades de comunicación efectiva, enfoque proactivo y alta orientación a la satisfacción del cliente.

• Experiencia en coordinación de equipos de mesa de ayuda.
• Manejo de herramientas de gestión como Service Desk, Jira, Solman de SAP.
• Conocimiento del ciclo de vida de las soluciones SAP
• Habilidades de liderazgo, comunicación y gestión de indicadores.
• Enfoque en la satisfacción del cliente

Responsabilidades:

• Coordinar y supervisar el equipo de consultores remotos de mesa de ayuda.
• Garantizar el cumplimiento de los niveles de servicio (SLAs) establecidos.
• Monitorear y reportar indicadores de desempeño del servicio.
• Gestionar la asignación y seguimiento de tickets en herramientas de gestión del servicio, como: Service Desk, Jira, Solman de SAP.
• Identificar oportunidades de mejora en los procesos de atención y soporte.
• Actuar como punto de escalamiento para incidencias críticas.
• Promover buenas prácticas de atención al cliente y resolución efectiva de problemas.
• Facilitar la capacitación continua del equipo en herramientas y procesos.
• Mantener una comunicación fluida con otras áreas técnicas y de negocio.
• Identificar oportunidades de crecimiento del servicio

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