Coordinador de Soporte IT - SLA y Calidad

SoftwareOne; Ciudad de México; Hybride; MXN 360 000 - 540 000; Plein temps

Avantages offerts par ce poste

Health programs

Career development

Performance incentives

Hybrid work

Résumé du poste

SoftwareOne seeks a Service Delivery Coordinator to supervise and coordinate IT support operations across Service Desk, Onsite Support, and IMAC teams. The role ensures SLA compliance, service quality, and effective communication with clients within a Managed Operations framework.

You will monitor tickets, generate reports, and drive continuous service improvement while collaborating across cross-functional teams in a hybrid work environment.

Qualifications

• Experience coordinating or supervising IT support operations.
• Strong understanding of ITSM processes and service delivery models.
• Hands-on experience with ticketing and reporting tools.
• Ability to analyze metrics, trends, and operational performance.
• Strong communication and stakeholder management skills.
• Organizational skills with a service-oriented mindset.

Responsabilités

• Supervise and coordinate the daily operations of support teams (Service Desk, Onsite Support, and IMAC).
• Ensure compliance with SLAs, service metrics, and quality standards.
• Monitor, track, and follow up on tickets using ITSM tools.
• Generate performance, trend, and service quality reports.
• Coordinate internal training sessions and updates to operational procedures.
• Document solutions in the knowledge base and ensure end-to-end traceability.
• Validate client requirements, scope, and delivery timelines.
• Supervise compliance with corporate policies and operational guidelines.
• Ensure proper integration between service channels (onsite and remote) and supporting systems.

Connaissances

ITSM processes

Ticketing tools

Reporting & analytics

Stakeholder management

Communication

Organizational skills

Description du poste

SoftwareOne seeks a Service Delivery Coordinator to supervise and coordinate IT support operations across Service Desk, Onsite Support, and IMAC teams. The role ensures SLA compliance, service quality, and effective communication with clients within a Managed Operations framework.

You will monitor tickets, generate reports, and drive continuous service improvement while collaborating across cross-functional teams in a hybrid work environment.