Help Desk Manager - Operations (Santiago)

Signant Health is a general evidence generation company. We’re helping our customers digitally enable their clinical trial programs, meeting patients where they are, driving change through technology and innovations, and reimagining the path to proof.

As part of our team, your main responsibilities will be :

• Supervise, mentor, and develop a team of Tier1 help desk agents; provide ongoing coaching, performance feedback, and support to ensure team members meet or exceed service level agreements (SLAs) and key performance indicators (KPIs).
• Ensure the timely and efficient resolution of support requests, including troubleshooting hardware, software, and network issues; ensure team members adhere to best practices in customer service and technical support.
• Act as the point of escalation for complex or high‑priority issues that cannot be resolved at Tier1; work closely with Tier2 and other technical teams to ensure seamless escalation and iss...