What We Offer:

• Tuition Reimbursement
• Employee Referral Program
• Health and Life Insurance Benefit
• Free Shuttle Service from office to the center of Montego Bay

What You’ll Be Doing:

Team Leadership

• Manage, coach, and develop your desktop support technicians
• Handle performance conversations, hiring, and training
• Cover shifts when needed and step in on critical issues
• Track team metrics: ticket resolution times, first-contact resolution rates, customer satisfaction scores
• Build a team that knows how to troubleshoot, not just follow scripts

Technical Work

• Diagnose and resolve complex hardware and software issues
• Work with Windows 11
• Manage device imaging, endpoint management tools, and security software deployments
• Troubleshoot network connectivity, printer issues, VPN access, and application conflicts
• Stay current on the tools and technologies your clients use

Client and Internal Coordination

• Communicate directly with clients about ongoing issues and resolutions
• Escalate vendor issues and track resolution progress
• Document processes and create knowledge base articles so your team can handle similar issues faster
• Work with our operations team to prioritize incoming tickets and manage SLA compliance

What We Expect You To Have:

Experience

• Minimum 5 years in desktop support or IT service desk roles
• At least 2 years leading or supervising a technical team
• Hands-on experience diagnosing Windows systems
• Exposure to endpoint management, ticketing systems, and remote support tools
• Experience working in a contact center or BPO environment

Technical Skills

• Strong troubleshooting methodology: you ask the right questions, gather information, and isolate problems systematically
• Comfortable working in command line environments
• Understanding of hardware, networking basics, and common enterprise applications
• Experience with tools like ServiceNow, Jira, or similar ticketing platforms
• Knowledge of Active Directory, group policy, or identity management concepts is valuable

Leadership Capabilities

• You can hire people who are better at specific things than you
• You give feedback that actually changes behavior
• You hold people accountable without creating a culture of blame

Personal Attributes

• Direct communicator who says what you mean without softening every statement
• You want to solve problems, not just escalate them
• You’re comfortable with documentation and metrics but don’t let them distract from results
• You can work in a fast-paced environment where priorities shift
• You’re willing to get your hands dirty when your team needs it

What You’ll Have

• Competitive salary based on experience
• Professional development budget for certifications (CompTIA A+, Microsoft, Cisco)
• A team that’s capable and motivated, not overworked

Logistics

• Location: Montego Bay, Jamaica
• Reports to: Assistant Vice President Information Technology at Etech Global Services
• Team size: 2 to 5 direct reports