IT - Application Support Team Lead (Latin America)

Discover your 100% YOU with MicroSourcing!

IT- Application Support Team Lead (Latin America)

Position: Application Support Team Lead (Latin America)

Location: Bogota, Colombia

Work setup & shift: Onsite | Shifting

Why join MicroSourcing Colombia?

You'll have:

Competitive Rewards: Enjoy a robust and competitive total rewards package that includes, but not limited to, paid time off and performance bonuses.

A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth: Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:



As an IT Application Support Team Lead (Latin America), you are responsible for leading the region's Level 1 and Level 2 Support resources while contributing to advanced technical case resolution. This is a hybrid leadership and technical role, combining team development and operational oversight with hands-on troubleshooting and root cause analysis. You will act as the regional leader for Latin America, ensuring alignment with global support frameworks and partnering with internal stakeholders (Level 2 & 3 Support, Customer Success, Sales, Product, Technology, Finance) and Quartex Customers. Your day-to-day will involve:

Team Leadership & Operations: Leading day-to-day operations of Level 1 and Level 2 support in Latin America; monitoring ticket queues, backlog, and workload distribution to maintain operational stability and efficiency.

Escalation & Incident Management: Acting as the primary escalation point for complex or sensitive cases; participating in Major Incident Management and supporting post-incident review processes.

People Development: Conducting regular 1:1 meetings, performance reviews, coaching, and development planning; identifying capability gaps and implementing targeted training and upskilling.

Technical Resolution: Managing escalated Level 2 cases requiring advanced troubleshooting; validating defect reports and ensuring technical investigations are well-documented before escalation to Product and Technology.

Quality & Performance: Ensuring adherence to SLAs and global support standards; maintaining high standards of ticket quality and analyzing trends to drive continuous improvement.

Strategic Collaboration: Communicating service risks and blockers proactively; collaborating with Sales, Customer Success, and Product to support coordinated customer outcomes and scaling support operations within the region.

What You Need:

To succeed in this role, you should possess:

Experience: 3+ years in an application support role or 5+ years with hands-on experience using Quartex software; experience mentoring, supervising, or leading support staff.

Technical & Analytical Skills: Demonstrated Level 2 troubleshooting experience; strong escalation handling and root cause analysis capability; experience operating within a global support environment.

Communication: Strong verbal and written communication skills in both English and Spanish; Spanish language proficiency is highly regarded.

Education: Tertiary qualification in a technology-related discipline; ITIL certification is desirable.

Core Competencies: Proficiency in Service Delivery, SLA Management, Leadership & Team Development, Structured Performance Coaching, and Operational Scaling.

Professional Attributes: Ability to foster a high-performance culture, manage structured escalation pathways, and maintain alignment with organizational values and global frameworks.

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About MicroSourcing

With over 10,000 professionals supporting over 1,000 clients, MicroSourcing delivers the same uncompromising standards of quality and performance, anywhere and everywhere we operate.

Our 13 delivery centers across the Philippines and Colombia follow a unified framework for governance, data security and service delivery, ensuring consistent outcomes regardless of location.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/