Position title
Contract Service Desk Lead
Description
Excel Nearshore is seeking a Contract Service Desk Lead with strong Oracle expertise to support a short-term project (1–2 months, hourly contract). This is a part-time, flexible engagement—ideal for a professional in between roles who brings deep managed service experience and strong ITIL knowledge.
You will play a critical role in helping us define and structure the Help Desk and Service Desk coverage model for an upcoming RFP. This includes evaluating current service needs, designing team structures, analyzing ticket volumes, and determining appropriate staffing requirements. This is a fully remote position from Costa Rica.
Responsibilities
- Lead the definition of Help Desk and Service Desk functions, ensuring alignment with ITIL best practices.
- Assess and document service coverage needs across multiple regions (US and EMEA).
- Review ticket lists and system demands to recommend staffing levels and team structure.
- Provide expertise in managed services environments, especially with Oracle systems.
- Contribute insights into Salesforce (SFDC), Microsoft, and other enterprise platforms as needed.
- Support the preparation of an RFP response, ensuring compliance with ITIL and ISO/IEC 27001:2022 standards.
- Collaborate with internal stakeholders to define performance metrics, SLAs, and escalation processes.
Qualifications
- Proven experience as a Service Desk Lead / Manager in a Managed Services Provider (MSP) environment.
- Strong background in Oracle (applications, infrastructure, or service desk support).
- Working knowledge of Salesforce (SFDC) and Microsoft technologies.
- Hands-on experience in team leadership, staffing models, and operational service desk design.
- Deep familiarity with ITIL frameworks and service delivery standards.
- Ability to work independently and deliver structured recommendations in a short timeframe.
Contacts
Aarón Acuña Cordero | Human Talent Director
+506 8872-0981
Hiring organization
Employment Type
Contractor, Temporary
Beginning of employment
ASAP
Duration of employment
Indefinite
Industry
Technology
Job Location
Costa Rica
Remote work from: Costa Rica
Date posted
September 12, 2025
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