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Job Summary: We are seeking a Tech Support Supervisor to lead the technical support operation, ensure service level agreement (SLA) compliance, and maintain business operational continuity. Key Highlights: 1. Lead the technical support team and manage escalations. 2. Monitor performance indicators and ensure process compliance. 3. Promote continuous improvement and adhere to operational standards. 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 major client. We seek a Tech Support Supervisor responsible for leading the technical support operation, ensuring proper handling of incidents and requests received through corporate tools, guaranteeing compliance with agreed service levels and business operational continuity. This role will supervise the support team, respond to coordination demands, manage escalations, monitor performance indicators, and ensure adherence to established processes and procedures. · Work Modality: Hybrid – CABA Working Hours: Monday to Friday, 9:00 AM to 6:00 PM – National 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 equipment and user profiles for new users. Ensure proper administration of users, access rights, and corporate directories. Coordinate resolution of incidents related to hardware, software, and critical business applications. Maintain ongoing communication with end-user departments and stakeholders. Prepare operational reports and present management indicators. Lead follow-up meetings with the team and the client. Promote continuous improvement of processes and procedures. Comply with and enforce defined operational standards for the service. What do we require? You must have: Minimum 2 years of experience leading technical support or Service Desk teams. 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 capabilities. 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 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 professional development support. 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 core pillar of our values. -Requirements- Minimum Education: Tertiary years of experience Keywords: resident, supervisor, assistant manager, team leader, responsible person, coordinator, manager, captain, technologist, technician, tech, technology, technological, technologist, support, assistance, soporte
