Help Desk Lead

We are:
Wizeline, a global AI-native technology solutions provider, develops cutting-edge, AI-powered digital products and platforms. We partner with clients to leverage data and AI, accelerating market entry and driving business transformation. As a global community of innovators, we foster a culture of growth, collaboration, and impact.

With the right people and the right ideas, there’s no limit to what we can achieve

Are you a fit?
Sounds awesome, right? Now, let’s make sure you’re a good fit for the role:

Key Responsibilities

• Lead and manage the IT Help Desk team, assigning tasks, setting priorities, and ensuring proper coverage.
• Oversee ticket management, ensuring timely resolution and compliance with SLAs.
• Act as an escalation point for complex or high-impact incidents.
• Define, implement, and continuously improve support processes, aligned with ITSM best practices.
• Monitor service KPIs and performance metrics, preparing regular reports for management.
• Coordinate IT onboarding and offboarding, ensuring timely access, equipment, and policy compliance.
• Maintain and grow the knowledge base and documentation, reducing repetitive issues.
• Identify and drive automation opportunities in support workflows and tools.
• Ensure compliance with security policies, access controls, and internal standards.

Must-have Skills 

4-6 years of experience with the following skills:

• IT Help Desk / Technical Support Operations, including incident, request, and problem management.
• Excellent communication skills, supporting users in English and Spanish.
• Team leadership and coordination, mentoring support engineers and managing day-to-day workloads.
• Ticketing systems and ITSM tools (e.g., Jira Service Management).
• SLA and KPI management, monitoring performance, response times, and service quality.
• User support for software development environments, including laptops, operating systems, IDEs, and collaboration tools.
• Identity and access management, user provisioning, permissions, and off-boarding processes.
• Troubleshooting across hardware, software, and network issues.
• Process definition and documentation, including knowledge bases and standard operating procedures.

Nice-to-have:

• AI Tooling Proficiency: Leverage one or more AI tools to optimize and augment day-to-day work, including drafting, analysis, research, or process automation. Provide recommendations on effective AI use and identify opportunities to streamline workflows.
• Security best practices, endpoint security, access controls, and compliance awareness.
• Basic knowledge of building maintenance coordination, facilities, and services 
• Basic knowledge in Networking.
• Industry related certifications (ITIL, Network+, A+, CCNA, etc.)

What we offer:

• A High-Impact Environment
• Commitment to Professional Development
• Flexible and Collaborative Culture
• Global Opportunities
• Vibrant Community
• Total Rewards

Find out more about our culture here.