Deputy Manager

Overview

The Senior Helpdesk Agent plays a key role in overseeing the ticket resolution process, handling more complex procurement issues, and acting as a mentor for junior team members. This role requires a deep understanding of procurement workflows, advanced troubleshooting skills, and strong coordination with technical teams and third-party vendors. Additionally, the senior agent is instrumental in driving strategic initiatives, process harmonization, and innovation within help desk operations.

Responsibilities

• Advanced Ticket Management: Handle and resolve high-priority or complex tickets, ensuring timely and effective outcomes.
• Technical Liaison: Act as the primary point of contact for coordination with technical teams or third-party vendors on escalated issues.
• Strategic Training: Design and deliver strategic training sessions and office hours to enhance team capabilities and knowledge sharing.
• Complex Issue Resolution: Resolve specialized and complex technical issues requiring advanced troubleshooting and expertise.
• User Engagement: Conduct one-on-one or group meetings with heavy users to provide tailored, high-level support and ensure their needs are met.
• Global Process Strategy: Develop and implement a global strategy to harmonize and standardize processes across all regions for greater efficiency.
• Regional Support: Support operations in Brazil and Iberia within Latam to accelerate the harmonization of processes and ensure faster alignment and execution.
• Process Improvement: Lead process improvement initiatives to identify and eliminate bottlenecks or inefficiencies in service delivery.
• Subject Matter Expertise: Act as a subject matter expert (SME) during system upgrades or transitions to ensure seamless adoption of new technologies.
• Cross-Functional Collaboration: Collaborate with cross-functional teams to drive innovation and align help desk operations with broader business objectives.
• Performance Monitoring: Monitor and analyze key performance metrics to continuously optimize support strategies.
• Mentorship: Provide guidance and training to junior agents, fostering skill development and knowledge sharing within the team.
• Reporting and Analysis: Generate reports on ticket trends, resolution times, and service metrics to identify areas for improvement.
• Knowledge Base Management: Develop and maintain comprehensive documentation for troubleshooting, standard procedures, and best practices.

Qualifications

• Proven experience in procurement processes and helpdesk operations.
• Strong analytical and problem-solving skills.
• Advanced proficiency with ticketing platforms and related tools.
• Excellent leadership and mentoring abilities.
• Ability to manage multiple tasks and priorities effectively.
• Expertise in process standardization and harmonization across regions.
• Strong communication and interpersonal skills to interact with stakeholders at all levels.
• Fluency in languages relevant to regional operations (e.g., Portuguese and Spanish) is a plus.