Technical Support Coordinator to Customers (ServiceNow) Service Desk

We are looking for a Technical Support Coordinator to Customers, who will be responsible for leading, coordinating and transforming the IT Service Desk operation, ensuring timely, empathetic and high-quality attention to approximately 600 internal users and business partners, under a 24/7 operating scheme. Responsible for restoring the area's reputation through the implementation of good practices based on ITIL, establishing satisfaction metrics and developing processes to improve the overall efficiency and effectiveness of the Service Desk. The ideal candidate will have experience in IT service management, with knowledge of ITIL best practices and ServiceNow platform. He/she must be able to work independently, prioritize tasks, manage multiple projects simultaneously, and maintain accurate records. Additionally, he/she should possess excellent communication skills, both written and verbal, as well as the ability to work effectively in a team environment. The selected candidate will be responsible for providing technical support to customers through various channels (phone, email, chat), resolving incidents and requests, and escalating complex issues to the appropriate teams. He/she must also be able to analyze and resolve problems using logical thinking and analytical skills. Furthermore, he/she should have experience with ServiceNow platform, IT service management, and ITIL best practices. The ideal candidate will have a bachelor's degree in Computer Science or related field, and at least 2 years of experience in IT service management.