Top 9 Information technology managers Jobs in Guaynabo, Pr

IT Service Desk Lead
Northbridge University —San Juan, PR
- Full-time
- Computer science
- Computer Science
- Word processing
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IT Coordinator
Brenda Marrero & Associates (BMA Group) —San Juan, PR
- $40,000 - $45,000 a year
- Full-time
- In-person
Gerente De Infraestructura De IT
MCS HEALTHCARE HOLDINGS, LLC —San Juan, PR
- Spanish
- Computer science
- Computer Science
10d

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IT Service Desk Lead

Northbridge University -
San Juan, PR

Quick Apply

Job Details

Full-time

Qualifications

Managing technical support teams
Staff supervision
Managing teams in a customer support role
Team leadership
Employee relationship building
Bachelor's degree
Technology management
Productivity software
Bachelor's degree in computer science
Stakeholder relationship building
IT department experience

Full Job Description

Summary:

The IT Service Desk Lead plays a critical leadership and operational role in ensuring the delivery of high-quality IT support services across all NUC University regions and campuses. This position requires a deep understanding of customer service principles, service management best practices, and technical support operations within complex environments.

As a player-coach, the Lead supervises a team of IT Service Desk Analysts I, providing strategic direction, mentorship, and support to ensure consistent service excellence. The Lead is responsible for ticket and call quality assurance, compliance with defined SLAs and MTTR targets, managing escalations, and overseeing ticket management and allocation.

This position reports to the Director of IT Support Services - Service Desk.

Essential duties and responsibilities:

Lead and manage IT support operations to ensure timely, efficient, and high-quality service aligned with SLAs and MTTR targets
Supervise staffing schedules to maintain coverage during business hours and on-call periods, including 24/7 support for leadership
Oversee ticket management, ensuring proper assignment, prioritization, documentation, and resolution, while analyzing trends to drive process improvements
Assists the Director in the management of personnel matters, including onboarding, training, and evaluations, and provides mentorship and technical guidance to team members
Develop and deliver training programs to ensure team readiness and continuous skill development
Act as an escalation point and coordinate with internal teams and vendors to resolve complex issues
Maintain and enhance IT support processes, workflows, and a centralized knowledge base to ensure service continuity and recovery
Monitor performance metrics through reports and dashboards to identify opportunities for improvement and cost-effective service delivery
Collaborate with other departments to align support services with organizational goals and foster strong stakeholder relationships

Qualifications /Education:

Bachelor’s Degree in Computer Science
Minimum 3+ years of IT experience
Minimum 1+ years of IT management experience
Proven ability to manage teams, foster collaboration, and drive performance
Strong analytical skills with sound decision-making under pressure
Clear and effective in verbal, written, and presentation formats across all levels
Skilled in productivity tools, including spreadsheets, word processing, and graphics
Efficient in prioritizing tasks and meeting deadlines in fast-paced environments
Committed to delivering excellent service and building strong relationships
Self-driven and creative, with a continuous improvement mindset

Equality Employment Opportunity / Affirmative Action for minorities/Females/People with Disabilities/Veterans

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information technology managers jobs in guaynabo, pr

IT Service Desk Lead

IT Coordinator

Gerente De Infraestructura De IT

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