At **Manantial Tecnológico**, we are looking for a **Help Desk Manager** to join our **Managed Technology and Cloud Services** team, responsible for ensuring **efficient operations, SLA compliance**, and an **excellent service experience** for our corporate clients. **Education and Qualifications:** * Bachelor's degree in Engineering, Systems, Computing, Networks and Communications, and/or Software. * Proficiency with monitoring tools: GLPI, OpenLogin, among others. * Minimum of 1 year of experience in the Financial, Retail, Telecommunications, and Technology Services sectors (Service Desk, NOC, Service Management). * Intermediate to advanced level in Microsoft Office. * Intermediate English proficiency (technical reading and communication with manufacturers or suppliers). * ITIL Foundation v3/v4 certification or courses in IT service management. * Previous experience in cloud environments or managed services is desirable. * Experience in managed infrastructure services, cloud, or 24x7 support. * Ability to coordinate technical teams and handle situations under pressure. **Responsibilities:** * Fully manage tickets in the GLPI ITSM tool (or similar), ensuring proper categorization, prioritization, and assignment to technical resolution teams. * Monitor the lifecycle of each ticket, verifying adherence to response and resolution times established in SLAs/OLAs. * Coordinate with technical support, infrastructure, cloud, and network teams to ensure efficient and timely handling of requests and incidents. * Serve as the single point of contact (SPOC) with the client, maintaining constant, clear, and empathetic communication throughout the service process. * Escalate critical or blocking incidents to the service leader or specialized teams according to defined protocols. * Accurately and completely document every action, update, and closure within the ITSM platform, ensuring traceability and record quality. * Generate operational and performance reports, including SLA compliance, backlog, average response times, and customer satisfaction metrics. * Participate in follow-up meetings with clients and internal teams, presenting results, trends, and improvement plans. * Identify opportunities for process improvements, service workflows, and ITSM tools, promoting continuous service optimization. * Ensure a satisfactory service experience by meeting established commitments on quality, response times, and communication with the client. **Benefits** * Hybrid work (two days per week onsite) in San Isidro, Lima, PE. * Full payroll inclusion. * Initial 6-month contract. * Ongoing training in Cloud (We are AWS, ORACLE, and GCP partners). * Birthday free day. * 50% coverage for EPS. **Schedule** * Rotating schedule from ***Monday to Sunday, with one day off.*** Job type: Full-time Salary: S/.1,400.00 - S/.1,600.00 per month Work location: On-site position