CL
C10 LabsChief Technology Officer
Chief Technology Officer at Boston Health AI defining and executing the AI strategy. Leading innovation and development for an AI - driven healthcare platform deployed across multiple regions.
About the role
- Planear, coordinar y supervisar la operación del Service Desk en un entorno de servicios administrados multi-cliente
- Asegurar la atención efectiva de incidentes, requerimientos y escalamientos
- Garantizar el cumplimiento de SLA y monitorear/reportar indicadores clave (SLA, backlog, tiempos de atención, calidad de llamadas)
- Liderar el diseño e implementación de procesos operativos basados en ITIL, matriz de escalamiento y catálogo de servicios
- Administrar y mantener la solución de telefonía IP (Call Manager) y coordinar con proveedores externos
- Planificar y coordinar turnos, roles y guardias para cobertura 24x7x365
- Gestionar la incorporación de nuevos clientes y servicios asegurando transiciones exitosas
- Coordinar programas de capacitación y promover la mejora continua del equipo
- Elaborar y presentar reportes de operación y métricas a áreas internas y clientes
Requirements
- Al menos 3 años de experiencia en operación de Service Desk o Soporte técnico
- Al menos 1 año de experiencia en rol de Liderazgo
- Conocimientos básicos en redes, infraestructura y ciberseguridad
- Conocimientos en gestión de identidades y accesos
- Experiencia previa en arranque o maduración de Servicios de TI
- Experiencia en operación de entornos multi-cliente y atención por SLA
- Documentación operativa y gestión de backlog
- Disponibilidad para turnos rotativos y cobertura 24x7
- Experiencia con plataformas ITSM (Freshservice, ServiceNow, Jira o similares)
- Conocimiento de ITIL V4
- Conocimiento de MS 365, herramientas de colaboración y operación remota
- Experiencia administrando soluciones de telefonía IP (Call Manager)
- Capacidad para planificar turnos, roles y guardias
- Habilidades de coordinación, capacitación y mejora continua del equipo
Benefits
- Sueldo negociable con base a experiencia (rango $30,000 - $35,000 mensuales brutos)
- Prestaciones de ley
- SGMM
- Esquema híbrido (2 días oficina y 3 días home office)
- Horario base Lunes a viernes 9:00 a 18:00 hrs
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
LF
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