Coordinador Soporte en Sitio

About this role

Why SoftwareOne?

SoftwareOne is a global software and cloud solutions provider and distributor, powered by around 12,000 people across more than 70 countries. But what really makes us SoftwareOne is our people: curious minds, different perspectives, and talented teams working together to solve real challenges and create meaningful impact. Here, you’ll have the opportunity to grow, explore new possibilities, and build a career that’s uniquely yours, while helping shape what’s next in technology.

The role

ON-SITE SUPPORT COORDINATOR

Are you passionate about leading support teams and ensuring an efficient service experience for users? Do you enjoy coordinating on-site operations, managing incidents, and finding solutions to critical situations? Are you motivated by identifying opportunities for improvement and putting them into practice to optimize service delivery? As an On-Site Support Coordinator, you will be responsible for coordinating the daily operations of a team of approximately 20 people, ensuring appropriate coverage, availability, and service quality. You will act as a key liaison between the support team and project management, monitoring KPIs, escalations, and improvement opportunities to contribute to operational continuity and efficiency.

What you’ll do:

• Coordinate the on-site support team, organizing activities, availability, and coverage to ensure operational continuity.
• Monitor service performance and KPIs, ensuring proper follow-up on service levels and requirements established by the customer.
• Coordinate incident, problem, and escalation management, facilitating an effective response to contingencies and situations that may impact operations.
• Prepare and deliver management reports, acting as a key point of communication between the support team, Project Management, and other relevant stakeholders.
• Identify and drive continuous improvement opportunities, proposing actions to optimize processes, team performance, and service efficiency.

What we need to see from you

• Experience coordinating and leading On-Site Support, Help Desk, or Service Desk teams, including performance management and activity planning.
• Knowledge of ITIL, incident and problem management, escalation processes, and monitoring of KPIs and service levels.
• Ability to prioritize multiple demands, resolve operational issues, and take action in response to contingencies.
• Strong leadership, effective communication, negotiation, and collaboration skills, with the ability to motivate and support the team.
• A proactive, solution-oriented approach and the ability to effectively manage pressure and frustration, along with availability to work 100% on-site and respond to operational contingencies when required.

Why join our team?:

At SoftwareOne, you become part of a global organization that champions growth, innovation, and meaningful impact. Here, your development and well-being truly matter. These five key benefits reflect what sets us apart:

• Comprehensive health and well-being.
• Continuous learning and career development.
• Performance-based incentives and employee share participation.
• Flexible and hybrid work models.
• Engagement in global projects.

Job Function

Services