**About Manantial** At Manantial Tecnológico, we work with a clear purpose: **to humanize the digital world and educate to transform lives.** We partner with organizations through cloud solutions, managed services, and omnichannel platforms—integrating technology, purpose, and humanity. Our motto, **“Make IT Personal”**, along with our core values—**Service, Learning, and Passion**—guides everything we do. We are seeking 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 Training:** * Degree in Engineering, Systems, Computing, Networks and Communications, and/or Software. * Proficiency with monitoring tools: GLPI, OpenLogin, among others. * Minimum 1 year of experience in Financial, Retail, Telecommunications, or Technology Services sectors (Service Desk, NOC, Service Management). * Intermediate to advanced Microsoft Office skills. * Intermediate English proficiency (technical reading and communication with vendors or manufacturers). * ITIL Foundation v3/v4 certification or courses in IT service management. * Prior experience in cloud or managed services environments is desirable. * Experience in managed infrastructure, cloud, or 24x7 support services. * Ability to coordinate technical teams and manage situations under pressure. **Responsibilities:** * Fully manage tickets in the GLPI ITSM tool (or similar), ensuring correct categorization, prioritization, and assignment to technical resolution teams. * Monitor the lifecycle of each ticket, verifying adherence to response and resolution timeframes defined in SLAs/OLAs. * Coordinate with technical support, infrastructure, cloud, and networking teams to ensure efficient and timely handling of requests and incidents. * Act as the single point of contact (SPOC) for the client, maintaining consistent, clear, and empathetic communication throughout the service process. * Escalate critical or blocking incidents to the service lead or specialized teams following established protocols. * Accurately and comprehensively document every action, update, and closure within the ITSM platform, ensuring traceability and record quality. * Prepare operational and performance reports, including SLA compliance, backlog status, 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 to improve processes, service workflows, and ITSM tools, promoting continuous service optimization. * Ensure a satisfactory service experience by meeting agreed-upon quality standards, timelines, and communication commitments with the client. **Benefits** * Hybrid work model (two days per week onsite) in San Isidro, Lima, PE. * Full payroll registration. * Initial 6-month contract. * Continuous Cloud training (we are AWS, ORACLE, and GCP partners). * Birthday leave day. * 50% EPS coverage. **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 employment