Coordinador Mesa de soporte Bilingue

Coordinate the on-site IT support team, managing technician assignments, case distribution, and service level agreements while maintaining high customer service standards. Recruit, train, and support representatives and technicians, then create analyst schedules and monitor daily operations until case closure. Handle escalated cases across service providers, resolve hardware and software incidents, and establish technical best practices throughout the support process. Develop and present daily, weekly, and monthly productivity reports, track backlog improvements, and manage VIP user communication. Requires one year of IT team supervision experience, solid microcomputer technical knowledge, and strong verbal and written communication skills.