Global IT Service Desk Lead – Mexico City

ERM; Ciudad de México; In loco; MXN 420.000 - 540.000; Tempo pieno

Descrizione del lavoro

ERM is seeking a Service Desk Team Lead in Mexico City to join the Global IT function. You will lead a multinational team delivering high-quality 1st and 2nd line IT support, ensure SLA compliance, and drive process improvements across incident, request, and problem management.

You will collaborate with regional IT teams and business stakeholders, leveraging ticketing tools (ServiceNow, Jira Service Management, Freshservice) and ITIL governance.

Competenze

• Experience leading Service Desk or IT support teams in a global environment.
• Strong understanding of ITIL Service Management practices.
• Experience monitoring KPIs and SLAs in a service desk context.
• Experience with ticketing and ITSM tools such as ServiceNow/Jira/Freshservice.
• Excellent stakeholder management and communication skills.

Mansioni

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

Conoscenze

Leading Service Desk teams

ITIL Service Management

Stakeholder management

Analytical skills

Communication skills

Strumenti

ServiceNow

Jira Service Management

Freshservice

Descrizione del lavoro

ERM is seeking a Service Desk Team Lead in Mexico City to join the Global IT function. You will lead a multinational team delivering high-quality 1st and 2nd line IT support, ensure SLA compliance, and drive process improvements across incident, request, and problem management.

You will collaborate with regional IT teams and business stakeholders, leveraging ticketing tools (ServiceNow, Jira Service Management, Freshservice) and ITIL governance.