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Job Summary: We are seeking a Tech Support Supervisor to lead technical support operations, ensuring incident resolution, SLA compliance, and business operational continuity. Key Highlights: 1. Lead the technical support team and manage escalations. 2. Ensure SLA compliance and continuous process improvement. 3. Extensive opportunities for professional growth and development. We are Ecosistemas Global, a technology company that connects our clients with tailored, comprehensive, and innovative solutions. We operate in more than 15 countries, including Argentina, Chile, Brazil, Mexico, the United States, and Spain. With 30 years of experience and a multidisciplinary team of over 500 professionals, we are driven by our commitment to growing every project and client we work with. Join our great team! · What are we looking for? A Tech Support Supervisor to join a key client. We seek a Tech Support Supervisor responsible for leading technical support operations, ensuring proper handling of incidents and requests received via corporate tools, guaranteeing compliance with agreed service levels and business operational continuity. You will be responsible for supervising the support team, responding to coordination requests, managing escalations, monitoring performance indicators, and ensuring adherence to established processes and procedures. · Work Mode: Hybrid (CABA) Working Hours: Monday to Friday, 9 AM to 6 PM — Holidays included · What will be your responsibilities? In this role, you will have the opportunity to: Supervise and coordinate the daily activities of the technical support team. Ensure proper handling of incidents and inquiries received through corporate tools. Provide technical and functional support to team analysts. Manage and supervise escalations to internal departments, vendors, and third parties. Monitor SLA compliance, productivity, and service quality. Supervise initial configuration of devices and user profiles for new employees. Ensure proper administration of users, access rights, and corporate directories. Coordinate resolution of incidents related to hardware, software, and mission-critical business applications. Maintain ongoing communication with end-user departments and stakeholders. Prepare operational reports and present management metrics. Lead follow-up meetings with the team and the client. Promote continuous improvement of processes and procedures. Adhere to and enforce defined operational standards for the service. What do we require? You must have: Minimum 2 years’ experience leading technical support teams or Service Desks. Experience in ticket management and support tools. Knowledge of Microsoft 365, Active Directory, Windows, and corporate application support. Experience managing users, profiles, and access rights. Knowledge of incident, request, and escalation management. Leadership, organizational, and teamwork skills. Customer orientation and SLA compliance mindset. ITIL Foundation certification. Experience with Jira, ServiceNow, or similar tools. Knowledge of Artificial Intelligence applied to support and automation. Experience supporting mission-critical business applications. Intermediate English proficiency. Experience in regional or multinational environments. Work Conditions: Availability to manage critical incidents outside regular hours when required by operations. Ongoing interaction with end users, business units, vendors, and technology teams. Participation in operational, follow-up, and continuous improvement meetings. · We offer excellent benefits, growth opportunities, and will support your professional development. At Ecosistemas Global, we believe diversity enriches our culture and perspectives; therefore, we actively foster an inclusive environment where every individual—regardless of origin, gender, orientation, abilities, or beliefs—is not only welcome but essential to our success. We value and respect all voices, and invite you to join our team, where inclusion is a cornerstone of our values. -Requirements- Minimum Education: Tertiary years of experience Keywords: resident, supervisor, assistant manager, team leader, coordinator, manager, captain, technologist, technician, tech, technology, tecnologia, technologist, support, soporte, apoyo
