Global IT Service Desk Lead - 1st/2nd Line Support

ERM (Environmental Resources Management); Ciudad de México; On-site; MXN 480,000 - 720,000; Full time

Job summary

ERM in Mexico City is seeking a Service Desk Team Lead to ensure efficient, consistent IT support across the organization. You will work with regional IT teams and global stakeholders to resolve incidents, manage requests, and drive service excellence.

The role requires leading a global service desk, monitoring KPIs, coaching staff, and aligning with ITIL practices; shifts include a 12PM–9PM Mexico City time schedule, with rotating holidays as operations require.

Qualifications

• Experience leading Service Desk teams in a global environment.
• Strong ITIL Service Management knowledge (Incident, Request, Problem, Escalation).
• Experience monitoring and reporting on KPIs, SLAs, and performance metrics.
• Excellent stakeholder management and communication skills with technical and non-technical audiences.
• Experience with ticketing and ITSM tools (ServiceNow, Jira Service Management, Freshservice).
• Ability to manage competing priorities in a fast-paced environment.

Responsibilities

• Lead and supervise the Service Desk team to deliver 1st and 2nd line support.
• Monitor queues, workloads, and backlog to ensure SLA compliance.
• Drive adherence to ITIL processes and best practices.
• Review escalations and support resolution of complex issues.
• Track and report service desk performance to Global IT leadership.
• Analyze service trends and implement process improvements.
• Manage team capacity, resource allocation, and workload balancing.
• Conduct coaching, training, and performance management for team members.
• Support onboarding and knowledge transfer for new employees.
• Collaborate with global IT teams and business stakeholders to improve support services.

Skills

Service Desk leadership

ITIL Service Management

KPIs & SLAs

Analytical thinking

Stakeholder management

Communication

Education

IT-related degree

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

ERM in Mexico City is seeking a Service Desk Team Lead to ensure efficient, consistent IT support across the organization. You will work with regional IT teams and global stakeholders to resolve incidents, manage requests, and drive service excellence.

The role requires leading a global service desk, monitoring KPIs, coaching staff, and aligning with ITIL practices; shifts include a 12PM–9PM Mexico City time schedule, with rotating holidays as operations require.