Coordinador de Mesa de Ayuda JR (Soporte N2 Senior - Team Lead)

Coordinate timely assistance for N1 and N2 help desk requests by reviewing assigned tickets, ensuring proper escalation, and tracking progress on incidents and service requests within the ITSM platform. Evaluate operator productivity, generate weekly management indicators, and monitor operational load to maintain visibility. Guarantee knowledge base implementation for error resolution, ensure rapid service restoration, and lead incident management under ITIL V4 and defined SLAs. Maintain communication with users and technical teams during critical outages, audit incident records for compliance, and coordinate critical interruption resolutions. Monitor alerts, notify stakeholders, and publish standardized operational reports for daily client review.