Why SoftwareOne? Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser focused on delivering world class Customer Satisfaction and results. Our leaders motivate and inspire their teams and provide a working environment that delivers incredible levels of Employee Satisfaction. We are Humble. Our leaders operate with a high level of Discipline but can work at Speed manage change in a global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support our approximately 65,000 customers in their digital transformation. The role We are thrilled to announce an opportunity to join our team as: Helpdesk and Operations Manager SoftwareOne Scope: Full-time | Office: Ecuador| Hybrid How a day to day would look like in this role: Coordinate the management together with the Service Leader assigned to the project, as well as ensure compliance with the expectations agreed with the client. Responsible for planning, coordinating and handling the activities of the help desk, and establishing standards, procedures and service policies, assigning and supervising tasks and evaluating the performance of the staff in charge. Responsible for ensuring compliance with service expectations, and proposing and owning the execution of the required improvements in the service. This includes SWOT analysis and/or continuous improvement methodologies that allow corrective actions/solutions to be applied as appropriate. Guarantee the stability of the operations and/or projects that are assigned, as well as work together with other teams within SoftwareOne and dependencies in order to achieve this objective. Generation of reports for the business units, the director, and the client on the progress of the project development or other data that is required for monitoring and decision making. Propose operation models that help the accurate functioning of the process. Ensure compliance with metrics in assigned. Guarantee the project margin in financial terms. In other words, ensure the financial health of the project Collaborate with the unit director the progress, achievements and/or critical problems in the development of operations and/or projects. Establish constant communication mechanisms with the customer and teams. Handle risks related to the project and/or operation. Coordinate server implementation tasks, migrations, updates, etc. Provide technical support and knowledge transfer to Junior, intermediate and support engineers. Ensure that help desk staff have the tools, training and resources vital to provide timely and effective solutions to customer or user problems. Apply principles of process improvement and automation that make the operation of the table effective. What we need to see from you Professional in Business Administration, Computer Science, or related fields. Proven ability in the role of Project Manager in Information Technology (IT), and with knowledge and handling of the ITIL methodology. Familiar with various help desk software, systems and tools such as ticketing systems, remote access software, knowledge bases and chatbots. Management of the Office Package and technology at a general level or equivalent experience. Experience in Project management and implementation of Service Desk Projects. Soft Skills Leadership, Teamwork Communication with C-level leaders Conflict resolution Negotiation Desirable Skills: PMP/Prince2 Practitioner Certification. Intermediate level of English Project Management (PMI) ITIL Certification BENEFITS: A creative culture with lived things we value for an appreciative and supportive work environment. Opportunity to develop your potential in a personalized way and a Economic incentive program for employee referrals for active positions. Spaces for leisure, celebrations and recreation for your physical and mental health DISCLAIMER : At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.  Job Function Software & Cloud