? We’re Hiring: Service Desk Coordinator / Supervisor | Advanced English | Spain Working Hours

? Location: Lima, Peru | Hybrid

? Company: NTT DATA Europe & Latam

? Schedule: Availability to work Spain business hours

? Employment: Permanent contract

At NTT DATA, we are looking for an experienced Service Desk Coordinator / Supervisor to join our team and lead high-performing IT support operations.

If you are passionate about IT Service Management, team leadership, operational excellence, and delivering an outstanding user experience, this opportunity could be for you!

? Your Mission

Lead the day-to-day Service Desk operation, ensuring SLA compliance, service quality, operational efficiency, and continuous improvement. You will coordinate the support team and help deliver an excellent experience to our users and customers.

?️ Key Responsibilities

✅ Coordinate and supervise daily Service Desk and support operations.

✅ Manage incidents, service requests, queries, problems, and escalations following ITIL best practices.

✅ Ensure accurate ticket categorization, prioritization, assignment, and escalation to L2 and L3 teams.

✅ Monitor and drive performance across SLAs, KPIs, response and resolution times, backlog, reopen rates, and First Call Resolution (FCR).

✅ Coordinate multichannel support via phone, email, portal, chat, automated alerts, and on-site support.

✅ Lead the response to Major/Critical Incidents, coordinating communications, escalations, and follow-up through service recovery.

✅ Prepare operational reports, trend analyses, performance indicators, and improvement plans.

✅ Plan shifts, on-call coverage, replacements, and overall operational coverage.

✅ Maintain procedures, playbooks, escalation matrices, and knowledge bases.

✅ Promote automation, standardization, continuous improvement, and Shift-Left strategies.





? What We’re Looking For

✔️ Technical degree or university degree in Systems Engineering, Computer Science, Telecommunications, IT, or a related field.

✔️ Availability to work Spain business hours.

✔️ At least 3–5 years of experience in Service Desk or IT Support environments.

✔️ At least 2 years of experience leading or coordinating operational teams.

✔️ Hands-on experience with ITSM platforms such as ServiceNow and/or BMC Remedy/Helix.

✔️ Strong knowledge of ITIL, Incident, Problem, Change, and Service Request Management.

✔️ Experience with technologies such as Genesys, BeyondTrust, Microsoft Teams, Active Directory, Entra ID, Intune, and Citrix.

✔️ Experience managing operational and service quality KPIs.

✔️ Advanced English – mandatory.

✔️ ITIL 4 Foundation certification or similar is highly desirable.

? What We Offer

✨ Opportunity to participate in high-impact technology projects.

✨ Leadership of a highly specialized team.

✨ Continuous professional development and learning opportunities.

✨ Collaborative and inclusive working environment.

✨ Permanent employment contract from day one.

✨ 100% covered EPS health insurance and oncology insurance.

✨ PLUXEE meal card.

✨ Additional days off beyond annual leave.

✨ Career development opportunities within a leading general IT consulting company.

✨ Exposure to major local and international clients and projects.

✨ Training and certification opportunities.

? Join NTT DATA and take the next step in your Service Desk leadership career!

At NTT DATA, we foster an inclusive environment where every voice is heard and every story is valued. Our recruitment and selection process focuses on identifying talent without discrimination or bias related to gender, sex, sexual orientation, disability, age, or other personal characteristics.

📌 SERVICE DESK COORDINATOR - Advanced English | Spain Working Hours (Lima)
🏢 NTT DATA Europe u0026 Latam
📍 Lima