**About Manantial:** At Manantial Tecnológico, we work with a clear purpose: to humanize the digital world and educate to transform lives. We support organizations with cloud solutions, managed services, and omnichannel platforms, integrating technology, purpose, and humanity. Our motto, "Make IT Personal," along with our values—Service, Learning, and Passion—guides everything we do. **About the role:** We are looking for a **Help Desk Manager** to join our Technology and Cloud Managed Services team. **Education and qualifications:** * Bachelor's degree in Engineering, Systems, Computing, Networks and Communications, and/or Software. * Experience with monitoring tools: GLPI, OpenLogin, among others. * Minimum of 6 months of experience in the Financial, Retail, Telecommunications, or 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 (desirable). * Previous experience in cloud environments or managed services is desirable. * Experience in infrastructure managed services, cloud, or 24x7 support. * Ability to coordinate technical teams and manage situations under pressure. **Responsibilities:** * Fully manage tickets in the GLPI ITSM tool (or similar). * Monitor the lifecycle of each ticket, verifying compliance with 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. * Act as the single point of contact (SPOC) with the client. * Escalate critical or blocking incidents to the service leader or specialized teams, following defined protocols. * Accurately and completely document every action, update, and closure in 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, service workflow, and ITSM tool improvements, promoting continuous service optimization. * Ensure a satisfactory service experience by meeting the 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-time employment contract. * Initial 6-month contract. * Continuous training in Cloud (we are AWS, Oracle, and GCP partners). * Birthday free day. * 50% coverage of EPS. **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 job