Why SoftwareOne? Success at SoftwareOne is not defined by what one does for oneself, but by what we offer to our clients, the company, and the employees around us. SoftwareOne employees are energetic, agile, and focused on delivering top-notch Customer Satisfaction and first-class results. Our leaders motivate and inspire their teams and provide a work environment that delivers outstanding levels of Employee Satisfaction. We are humble. Our leaders operate with a high level of discipline but can work at great speed and manage change in the global economy. We are a leading global provider of comprehensive software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support approximately 65,000 customers in their digital transformation. The role We are thrilled to announce an opportunity to join our team as: Help Desk Coordinator SoftwareOne Scope: Full-time | Location: Quito, Ecuador How a day to day would look like in this role: Identify strengths, weaknesses, opportunities, and threats to generate continuous improvement actions. Identify the main causes of delays in the delivery of activities to the client that may affect the committed indicators, and take corrective and/or preventive actions. General Responsabilities: Coordinate the work team, promoting a positive work environment and ensuring ongoing training. Ensure compliance with agreed service levels and lead the implementation of contracted services. Oversee the stable operation of assigned projects, defining requirements, metrics, and operational models. Manage and configure technological tools dedicated to service management. Handle incident management and ensure service quality. Prepare reports and statistics for the organization and/or client, supporting results and progress. Ensure that operational processes are carried out according to agreements. Develop practical operational plans, including task analysis, time estimates, issue control, and documentation. Communicate achievements, issues, deviations, and corrective actions to the Service Manager in a timely manner. Identify strengths, weaknesses, opportunities, and threats to implement continuous improvement actions. Specific Responsabilities: Supervise and improve daily operations, ensuring performance indicators and deliverables are met. Analyze data, generate reports, and implement corrective actions as needed. Promote process automation and maintain an up-to-date knowledge base. Lead and train the team, fostering a productive and positive work environment. Ensure quality in processes and proper configuration of management tools. Participate in project planning, manage risks, and negotiate realistic timelines. Keep the Service Manager informed about the status of operations and projects. What we need to see from you Profile We are looking for a professional with at least 5 years of experience in technology service delivery, with the ability to lead help desk and onsite support teams. Academical Studies in related business areas such as System Engineering, Admistrations or others. Requirements: Knowledge of ITSM tools, management of IT asset inventories, and telephone plant administration. People management habilities, specially big groups. Advanced skills in Microsoft Office (Word, Excel, PowerPoint) and Internet/Intranet, with the ability to prepare technical and administrative reports and documentation. Basic English proficiency. Key Skills: Leadership Teamwork Effective communication Negotiation Conflict resolution Desired Requirements: ITIL Foundation Certification. Some reasons why you should join the team: A unique culture with lived corporate values fostering a grateful and supportive work environment. Employee recognition programs. A variety of training and development opportunities. Work-life balance. Employee referral bonus program. Multicultural team interaction. Giving back to society: employee-led initiatives. A TREE PLANTED → one tree planted for every global hire. Corporate events and team building activities. Latest technologies for our clients and colleagues. And much more, ask your recruiter! Notice to candidates: At SoftwareOne, we are committed to providing a mutually respectful environment where equal employment opportunities are available to all applicants and team members without regard to race, skin color, religion, age, sex, national origin, disability, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by local laws. Job Function Software & Cloud